Production Support Specialist - Night Shift Wednesday to Sunday (4 pm to 12 am EST)

OpenText; Waterloo; On-site; CAD 60,000 - 80,000; Full time

Job summary

OpenText is seeking a Production Support Specialist to provide technical support and monitor data in a fast-paced environment. The successful candidate will handle client communications, analyze issues, and manage customer accounts. Ideal candidates will have strong troubleshooting skills and a technical background, contributing to an inclusive and dynamic workplace.

Qualifications

• Extensive knowledge in UNIX/Linux.
• Experience in fast-paced support environment.
• Superb written and verbal communication skills.

Responsibilities

• Providing high quality technical support and issue resolution.
• Participating in training programs for continuous improvement.
• Managing customer accounts and documentation.

Skills

Analysis

Troubleshooting

Communication

Education

Associate or bachelor’s degree in Technical field

Tools

UNIX/Linux

Communication protocols (FTP, SFTP, AS2, HTTPS)

Job description

Hiring Manager: Sid Lewis

Talent Acquisition Advisor: Kiel Petty

Job Code Level: TCP2

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YOUR IMPACT

OpenText is seeking a Production Support Specialist. Production Support Specialist is an intermediate Level 2/3 production support position. Production Support Specialist are responsible for numerous B2B (business to business) functions such as production monitoring of data, error analysis, client correspondences (both electronic and phone) as well as deep dive investigation of issues stemming from production failures.

Must possess moderately strong analysis & troubleshooting skills, excellent communication skills are required, both written and verbal. Experience in a rapid pace environment with willingness to undertake new challenges.
WHAT THE ROLE OFFERS

• Providing high quality technical support, effectively analyzing issues, providing issue resolution, and customer notification.
• Actively participates in self-improvement, process, and technology training programs.
• Continually strives to expand comprehension of troubleshooting methodologies
• Work cross-functionally within the organization, in a team environment, to deliver quality, satisfaction, and resolutions to the customers
• Submit and provide new content to knowledge base
• Manage Customer Accounts as requested
• Participate in documentation and product review
• May provide technical leadership and training for new and existing products within technical area
• Perform other/additional duties and projects that may be periodically assigned.
• Potential on-call rotation
• Potential Weekend work

WHAT YOU NEED TO SUCCEED

• Possesses extensive knowledge in UNIX/Linux.
• Possesses knowledge in Communication protocols (FTP, SFTP, AS2, HTTPS)
• Possess technical background in related field
• Ability to multitask and coordinate with internal resources during major incidents and/or high severity situations
• Associate or bachelor’s degree in Technical related field or Industry equivalent experience (preferred)
• Must have experience in fast paced support environment
• Must possess superb written and verbal skills

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.