Description:
We are looking for people who are interested in growing a career in technology and growing with Opentext. An ideal candidate will invest in this job as the true career opportunity. A successful Customer Support Representative is a person who is a self-starter, with a professional attitude and be a good teammate.
Specific Objectives and Responsibilities
- Successful completion of consumer and small business products and troubleshooting process training.
- Learn to effectively utilize all support resources including CRM, Customer Account Information, KnowledgeBase, Training Materials, etc.) to think critically and resolve assigned customer interactions.
- Strive to achieve established KPIs of Customer Satisfaction (CSAT) and Quality (Critical Error Accuracy) and other KPI’s as identified. .
- Assist customers with live and deferred transactions via phone, chat, and email with account based and technical support inquiries. Properly escalate cases to the appropriate teams as needed based on issue complexity and process documentation. Remain current on internal alerts, trainings and process changes that are designed to prepare you for the evolving requirements of the role
- Assist in documenting new resolutions and ensuring existing support documentation are up to date
- Collaborate with other team members on solutions for customer inquiries.
Key Challenges to Overcome
Customer Support Representatives are empowered to use their critical thinking and troubleshooting skills to efficiently assist a large number of customers in an ever-changing environment. Our team prides itself on our multi-tasking abilities and our best-in-class customer satisfaction score. This opportunity will provide technical understanding into how we protect our customers that can be used to progress your career at Opentext.
You are great at:
- Assist customers with live and deferred transactions via phone and email with account based and technical support inquiries. Provide advanced troubleshooting on issues that have been escalated by previous support levels, including but not limited to, missing data and advanced technical issues.
- Properly escalate cases to the appropriate teams as needed based on issue complexity and process documentation. Work closely with these teams to identify new trends/resolutions.
- Properly manage assigned cases and close the loop on escalations to other teams.
- Assist in the content creation/editing process for our Knowledge Bases by creating and editing content as necessary based on findings within your support interactions. This includes but is not limited to documenting new issues and solutions, editing existing content for clarity, and identifying content that is no longer relevant.
- Assist fellow representatives with live assistance to facilitate issue resolution. Utilize existing systems to document assistance sessions that aid the business in identifying trends. Collaborate with Customer Support Management as needed, to review data, identify solutions, and assist with implementation.
- Participate in the Customer Support Mentor Program where you will provide specific guidance to fellow representatives on targeted opportunity areas. Clearly communicate results of mentor sessions and proposed next steps to Customer Support Management.
- Continued use of Support utilities (CRM, Customer Account Information, Knowledge Base, Training Materials, etc.) to think critically and resolve assigned customer interactions.
- Strive to achieve our established KPIs of Customer Satisfaction (CSAT) and Quality (Critical Error Accuracy).
- Assist Engineering and Development teams by reporting issues, reproducing issues, dogfooding, and testing provided patches.
- Remain current on internal alerts, trainings and process changes that are designed to prepare you for the evolving requirements of the role.
- Participate in outbound campaigns and additional projects that further strengthen Customer Support efforts as needed.