Manager, Customer Support

Want to work with 85% of the worlds top brands and more than 100,000 customers in 140 countries? With OpenText Customer Support you have the chance to help our customers use our world class software and making them wildly successful! No two days will be the same as you'll face new challenges and opportunities when working in our fun and collaborative atmosphere.

Reporting to a Senior Manager, North American Customer Support, the primary responsibility of Manager, Customer support position is to oversee the operations of one of the Waterloo Customer Support teams. This includes managing the team members, prioritizing and managing escalated and large accounts, interfacing with customers, and ensuring compliance with the Open Text Customer Support policy.

You are great at:

•Direct responsibility to oversee the operations of a Waterloo Customer Support team. This encompasses time management, issue prioritization, and policy compliance.
•Deliver a customer centered philosophy.
•Mentor the Customer Support team members
•Manage all customer relations for customer problems that are escalated to your attention. This includes developing action plans for escalated customer problems, informing customers of the plans, and keeping customers apprised of the progress.
•Develop standard operating procedures for the Open Text Customer Support team.
•Participate in Human Resource activities such as hiring, performance management, training, etc.
•Creative thinker and able to adapt to change
•To provide leadership and facilitate open communication between Technical Analysts within the group and other departments within Open Text.

What it takes:

•8+ years of relevant experience. Highly developed professional/technical skills are needed to perform the job
•Previous experience leading technical teams
•Strong team building skills are required
•Previous experience interfacing with customers in a support capacity
•Previous experience managing C-level escalation situations
•Excellent communication skills, written and verbal.
•Experience in the ECM marketplace
•Strong technical background and experience, including knowledge of the following:
◦Relational databases such as Oracle, and MS SQL Server, Unix and Windows Servers
◦Web technologies such as web servers, browsers, etc.
◦Networking protocols, architecture and devices such as load balancers
◦Enterprise software solution architectures
◦Familiarity with cluster and Disaster Recovery architectures and concepts
◦Familiarity with validated environments and security compliance in the enterprise
◦Enterprise software deployment in the cloud