Technical Support Specialist

About this role

Responsibilities

• Serve as the first point of contact for all technical inquiries related to OpenText EDI On-prem products and their integration into customer environments.
• Provide exceptional support via phone and email, demonstrating strong communication skills, customer focus, and empathy.
• Adhere to established service delivery guidelines and key performance indicators (KPIs), including customer satisfaction, call metrics, and schedule adherence.
• Develop a deep understanding of customer environments and product usage to resolve complex technical issues, including those that may extend beyond OpenText products.
• Act as a primary contact for incident management and customer follow-up, ensuring timely updates and resolution within support tickets. Collaborate across teams and product lines to resolve technical issues, working closely with Development to document software defects and customer enhancement requests.