Manager, Technical Support

OpenText; Waterloo; On-site; CAD 80,000 - 120,000; Full time

Job summary

A leading company in information management is seeking a Technical Support Manager to oversee support operations and enhance customer experience. The successful candidate will manage a team, ensuring adherence to policies and driving performance metrics while fostering an inclusive work environment.

Qualifications

• 6+ years experience in a support environment, with 3+ years managing teams.
• Experience managing inbound call support.
• Strong understanding of customer needs and support metrics.

Responsibilities

• Oversee Technical Support team operations, managing SLAs and KPIs.
• Handle escalated customer issues and develop action plans.
• Promote a customer-centric approach in all support activities.

Skills

Team Building

Interpersonal Skills

Customer Support

Communication

Tools

Service Now

Salesforce

Zendesk

Job description

Hiring Manager: Peter Newman

Talent Acquisition Advisor: Kiel Petty

Job Code Level: TEM1

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YOUR IMPACT

Reporting to a Senior Manager of Technical Support, this role is responsible for overseeing the operations of the Technical Support teams that assist global customers using OpenText products. Key responsibilities include managing team members, prioritizing and handling escalations, driving business metrics and ensuring adherence to OpenText's Technical Support policies.

WHAT THE ROLE OFFERS

• Directly oversee the operations of the Technical Support team, managing SLAs, KPIs/MBOs, productivity, staffing plans, work schedules, issue prioritization, and policy compliance.
• Handle escalated customer issues, develop action plans, communicate these plans to customers, and keep both customers and internal stakeholders updated on progress.
• Identify areas for improvement in processes and tools, proactively collaborating with relevant stakeholders to enhance overall operations.
• Develop and refine standard operating procedures for the OpenText Technical Support team.
• Participate in human resource activities, including hiring, performance management, and training.
• Promote a customer-centric approach in all support activities.
• Develop training and competency plans, establish career paths, and provide mentoring to Technical Support team members.
• Actively engage in talent management activities, including providing feedback and facilitating training.
• Maintain high employee retention by offering timely recognition for individual and team achievements.
• Understanding internal structures and building interdepartmental relationships.

WHAT YOU NEED TO SUCCEED

• Relevant managerial experience in a Support environment with an overall experience of 6+ Years, out of which a minimum of 3+ years’ experience in managing people.
• Experience working managing Inbound call taking support business
• Familiarity with Phone KPIs
• Highly developed professional and interpersonal skills are needed to perform the job
• Prior knowledge of any of the OpenText products or knowledge of Backup, Archiving, High Availability or Cyber-Security solutions would be preferred
• Proficiency with the Microsoft Office Suite, preferably MS Excel and MS Power Point
• Strong team building and talent management skills are required.
• Previous experience interfacing with customers in a support capacity.
• Experience working with and managing employees and customers in different regions.
• Excellent communication skills, written and verbal.
• Familiarity with ticketing systems such as Service Now, Salesforce, Oracle RightNow, Zendesk, Kayako, SMAX,ITOM.

ONE LAST THING

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of 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.