Opentext - The Information Company

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.

AI-First. Future-Driven. Human-Centered.

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. Join us.

Opentext - The Information Company

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 - L'ENTREPRISE DE L'INFORMATION

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.

L'IA avant tout. Tourné vers l'avenir. Centré sur l'humain.

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. Rejoignez-nous.

The Opportunity

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. You Will

- 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

We are looking for people who are interested in continued growth in their technology career with OpenText. An ideal candidate will invest in this job as the true career opportunity it is.



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.

You Are Great At

- 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 current 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.

What It Takes

- Demonstrated expertise in learning and mastering new technologies quickly, while effectively training and supporting colleagues on technical concepts and best practices.
- Built strong customer relationships by adapting communication styles to diverse audiences an

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