Associate Production Support Specialist

OpenText; Southwestern Ontario; On-site; CAD 40,000 - 60,000; Full time

Job summary

OpenText is seeking an Associate Product Support Specialist based in Canada to deliver technical and account support to clients via phone and email. You will troubleshoot high-priority cases, collaborate with Engineering and cross-functional teams, and contribute to knowledge base improvements while mentoring teammates.

The role emphasizes service quality and adaptability in a fast-changing product landscape.

Qualifications

• 1–2 years of technical support experience for Windows, macOS, desktops, networking, security, and web applications.
• Associate degree in a technical or computer-related field preferred; relevant work experience can substitute.
• A passion for delivering high-quality client service and technical support.
• Strong analytical, troubleshooting, and critical-thinking skills.
• Technical proficiency in Windows desktop and server environments, macOS, desktop applications, networking, security, and web applications.
• Excellent verbal and written communication skills.
• Previous experience in a training, coaching, or mentoring role is preferred.

Responsibilities

• Provide technical and account support to clients via phone and email.
• Troubleshoot high-priority cases independently using CRM systems, knowledge bases, and resources.
• Collaborate with Engineering, Development, and cross-functional support teams to resolve complex issues and identify solutions.
• Create, maintain, and improve knowledge base content and ensure support documentation is clear and accurate.
• Mentor team members through real-time assistance and knowledge-sharing initiatives.
• Meet service quality and performance targets while adapting to evolving products and processes.

Skills

Windows support

macOS support

Networking

Security

Web applications

Troubleshooting

Customer service

Communication

Mentoring

Education

Associate degree in technical field

Tools

CRM systems

Job description

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.

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

As an Associate Product Support Specialist, you will provide technical and account support to clients, troubleshoot complex issues, and contribute to the success of both the business and your team. Through comprehensive training, effective leadership, ongoing coaching, and collaboration, you will have the resources and support needed to develop your technical expertise and succeed in the role.

What The Role Offers

• Provide technical and account support to clients via phone and email, resolving issues related to missing data, system functionality, and escalated technical concerns.
• Investigate and troubleshoot high-priority cases independently, leveraging CRM systems, knowledge bases, and technical resources to drive timely resolutions and ensure client satisfaction.
• Collaborate with Engineering, Development, and cross-functional support teams to elevate complex issues, reproduce defects, test fixes, and identify trends and solutions.
• Create, maintain, and improve knowledge base content by documenting new issues, updating existing articles, and ensuring support documentation is accurate, clear, and easy to use.
• Support and mentor team members through real-time assistance, coaching, and knowledge-sharing initiatives to improve issue resolution and overall team performance.
• Consistently meet service quality and performance targets while adapting to evolving products, processes, training requirements, and support initiatives.

What You Need To Succeed

• Ideally, 1–2 years of experience providing technical support for Windows desktop and server environments, macOS, desktop applications, networking, security, and web applications.
• An associate degree in a technical or computer-related field is preferred; equivalent relevant work experience may be considered in place of formal education.
• A passion for delivering high-quality client service and technical support.
• Strong analytical, troubleshooting, and critical-thinking skills.
• Technical proficiency in Windows desktop and server environments, macOS, desktop applications, networking, security, and web applications.
• Excellent verbal and written communication skills.
• Previous experience in a training, coaching, or mentoring role is preferred.

ONE LAST THING

OpenText is more than a corporation—it’s a global community built on trust, character, and purpose. Here, we act ethically, care deeply about people, and always put our clients first. We help teams succeed through collaboration, tackle challenges with resilience, and innovate with intention.

Join us on our mission to drive positive change through privacy, technology, and teamwork. At OpenText, we don’t just have a culture—we live our values. Choose us because you want to be part of a company that empowers you to make a meaningful impact.

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 submit a ticket at Ask HR. 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. 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: $40,000-$60,000; 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.