OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation. At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We are hiring talent AI can't replace to help us shape the future of information management. OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation. OpenText est un leader mondial dans le domaine de la gestion de l'information, où l'innovation, la créativité et la collaboration sont les éléments clés de notre culture d'entreprise. En tant que membre de notre équipe, vous aurez l'occasion de collaborer avec les entreprises les plus réputées au monde, de vous attaquer à des problèmes complexes et de contribuer à des projets qui façonnent l'avenir de la transformation numérique. Chez OpenText, l'IA est au cœur de toutes nos activités : elle stimule l'innovation, transforme le travail et donne plus de moyens aux travailleurs du savoir numérique. Nous recrutons des talents que l'IA ne peut remplacer pour nous aider à façonner l'avenir de la gestion de l'information. Full time in Waterloo office As An Associate Product Support Specialist,



You Resolve Difficult Customer Issues And Contribute To The Overall Growth Of The Business And Your Peers. With Great Training, Effective Leadership, Smart Processes, Timely Communication, Regular Coaching, And a Strong Support System You Will Be Spared No Effort In Your Pursuit Of Continued Success. Achieve high levels of customer satisfaction when responding to customer requests via phone or email Troubleshoot technical and non-technical issues with the tools and skills after product training, often working issues that could not be resolved at previous support levels Ensure customer has best product that suits their needs Provide guidance to fellow Associate Product Support Specialists Participate in the content creation lifecycle for support documentation A successful Associate Product Support Specialist is a person who is a self-starter, who can navigate difficult situations and conversations with a professional attitude and seeks opportunities to improve the customer experiences we provide. Delivered advanced technical and account support to customers via phone and email, resolving complex issues including missing data, system functionality, and escalated technical concerns. Investigated and troubleshot high-priority cases independently, utilizing CRM systems, knowledge bases, and technical resources to drive timely resolution and customer satisfaction. Collaborated with Engineering, Development,



and cross-functional support teams to elevate complex issues, reproduce defects, test fixes, and identify emerging trends and solutions. Created, maintained, and enhanced knowledge base content by documenting new issues, updating existing articles, and improving support documentation accuracy and usability. Mentored and supported team members through live assistance, coaching programs, and knowledge sharing initiatives, contributing to improved issue resolution and overall team performance. Consistently achieved customer service and quality performance targets while adapting to evolving products, processes, training requirements, and customer support initiatives. Demonstrated expertise in learning and mastering new technologies quickly, while effectively training and supporting colleagues on technical concepts and best practices. Built robust customer relationships by adapting communication styles to diverse audiences and successfully navigating complex or challenging customer interactions. Applied sound judgment and critical thinking to resolve customer issues, identify root causes, and proactively implement solutions to prevent future occurrences. Thrived in fast-paced, complex technical environments, independently managing competing priorities while maintaining high levels of accuracy and customer focus. Led and collaborated across cross-functional teams, contributing informed recommendations, driving process improvements, and supporting organizational objectives. Ideally 1-2 years' experience supporting Windows (Desktop and Server environments), Mac OS, desktop applications, networking, security, and web applications Associates Degree in a technical field or equivalent experience is preferred AS, BS or BA degree in a computer rela

📌 Associate Product Support Specialist (Ontario)
🏢 opentext
📍 Ontario