Technical Support Associate Jobs in Kitchener, ON

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.

YOUR IMPACT:

We are looking to welcome a Premium Support Specialists to our team, with advanced technical skills in OpenText Fax, or the ability to learn and come up to speed quickly in Fax. You will work on our clients' complex software environments and provide technical support along with proactive services like best practices, guidance, optimization, pitfall awareness, etc. to clients who are developing their solutions. You will ensure clients get the highest level of business value and are satisfied with the products, technical support and guidance they receive from OpenText with a focus on promoting retention, loyalty, and account growth. The overall objective of the Premium Support Specialist is to provide the highest level of personalized technical support to ensure clients are successful with their OpenText product solutions. This is achieved by building trust, focusing on value, being flexible and willing to go the extra mile to ensure client satisfaction.

WHAT THE ROLE OFFERS:

Be the client's single point of contact for support incidents opened for a specific product center.
Develop an in-depth understanding of your client's environment
Implement & establish a strong trusted working relationship with clients.
Leverage deep technical expertise and knowledge of your client's environment to resolve incidents more efficiently
Provide timely updates on open incidents & coordinate with other OpenText experts as needed to expedite timely resolution.
Identify and recommend best practices to help our clients minimize operational risks and avoid common pitfalls.
Provide periodic supportability assessments & offer technical support mentoring to increase the client's knowledge.
Understand the operational profile of your client's environment to improve the support and guidance that OpenText delivers.
Act as a strategic partner in developing plans to proactively improve and maintain the client's software investment.
Strong written and verbal communication skills, to manage both client and peer internal organization interactions, including escalations, critical situations, difficult conversations, etc.
Delivery short-term custom offerings to address clients' unique needs and requests.

WHAT DO YOU NEED TO SUCCEED:

Bachelor's degree preferred, or an associate degree in a technical field with a minimum of 3 years of experience in a client support environment
Advanced knowledge of OpenText Fax applications
Familiarity with RightFax
Advanced knowledge of Microsoft Windows environments
Experience with Exchange, Lotus Notes, and SMTP/POP3 services
Hands-on experience installing, configuring, and troubleshooting IIS (Internet Information Services)
Understanding of telephony infrastructure and internet telephony (FoIP)
Experience with IP networking
Experience working with SQL databases
Experience with Web APIs
Understanding of load balancing and monitoring concepts
Proven track record of in-depth technical troubleshooting and root cause analysis
Strong relationship-building and team collaboration skills, with the ability to negotiate and resolve conflicts
Excellent communication, coordination, and collaboration skills, with the ability to navigate complex, matrixed organizations
Ability to proactively guide clients on best practices, configuration optimization, performance tuning, and integrations
Willingness and ability to travel as required (<10%)
Willingness and ability to work occasionally outside standard business hours, including weekends, to meet client needs
French or Spanish language skills are an asset
Knowledge of XM Fax (Xmedius) and Fax2Mail solutions is an asset
Knowledge of other OpenText products is an asset
Willingness and ability to learn additional products as needed to support business and client requirements

ONE LAST THING:
OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned. Join us in our mission to drive positive change through privacy, technology, and collaboration. At OpenText, we don't just have a culture; we have character. Choose us because you want to be part of a company that embraces innovation and empowers its employees to make a difference.

OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy which promotes a respectful and empowering environment for employees of all backgrounds, culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

Compensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. A summary of those benefits can be found on our Why Join Us page. As you move through the hiring process, we're happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.

Salary Range: $86,800 - $130,200; Depending on the candidate's education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.

AI Usage Disclosure: As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. All decisions regarding hiring are made by qualified human professionals, and we continuously monitor our AI systems to ensure fairness and compliance with applicable regulations.