Associate Technical Support Specialist
OpenText · Waterloo, ON
- On site
- Full-time
- $79,560 / year
- Waterloo, ON
Job highlights
- Resolve complex technical issues via phone/email.
- Manage multiple customer cases simultaneously.
- Collaborate with internal teams on escalations.
- Support disaster recovery and data protection.
- Contribute to knowledge base improvements.
About the role
About OpenText
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
An Associate Technical Support Specialist role at OpenText is more than a job—it’s an opportunity to make a meaningful impact. As a key contributor, you’ll leverage your technical expertise to resolve complex issues, support customers and partners, and help deliver cutting edge information management solutions.What The Role Offers
- Provide end to end technical support via phone and email, diagnosing and resolving complex software, application, hardware, data transport, and network issues.
- Own and manage multiple customer cases simultaneously, ensuring accurate documentation, timely updates, and adherence to SLAs.
- Collaborate with Tier 2 and Tier 3 teams on escalations, bug investigations, feature requests, and trend identification.
- Support customers and partners with disaster recovery testing and data protection best practices to ensure successful recovery outcomes.
- Make sound, business critical decisions to guide customers on data protection, recovery, and issue resolution strategies.
- Contribute to continuous improvement by maintaining Knowledge Base content, documenting new issues and solutions, and retiring outdated materials.
- Leverage CRM and support tools to document interactions, analyze trends, and consistently meet CSAT and quality KPIs.
- Expand expertise across the OpenText Mid Market product portfolio while staying current on training, alerts, and process updates.
What You Need To Succeed
- Deliver professional, high quality customer support through heavy phone and written communication, effectively handling difficult customers and complex situations while maintaining high customer satisfaction.
- Troubleshoot and support Microsoft 365 applications across Windows and Mac environments, including Outlook, Teams, OneDrive, SharePoint, Intune, and mobile email configuration on iOS and Android devices.
- Administer and support Microsoft 365 environments using the Admin Center, with strong knowledge of Active Directory, Microsoft Exchange, DNS, and email routing.
- Analyze and resolve issues by defining problems, gathering data, evaluating root causes, and communicating solutions clearly to customers and partners.
- Demonstrate strong verbal and written communication skills in English; additional language proficiency (Spanish, French, or German) is an asset.
- Nice to have, but not required: Microsoft certifications and experience with Intune/Entra, Azure AD Connect, SharePoint/OneDrive, Teams administration, Power Automate, and network security/antivirus tools.
One Last Thing
OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned. We’re seeking driven professionals who view this role as a long term career opportunity and are motivated to develop their technical expertise with OpenText. 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 contact us at hr@opentext.com. 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. A summary of those benefits can be found on our Why Join Us page. 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.Key skills/competency
- Technical Support
- Customer Service
- Troubleshooting
- Microsoft 365
- Active Directory
- Microsoft Exchange
- DNS
- Email Routing
- Knowledge Base Management
- Problem Solving
Skills & topics
- Associate Technical Support Specialist
- Technical Support
- Customer Support
- Microsoft 365
- Troubleshooting
- Information Management
- Help Desk
- IT Support
- Software Support
- Windows
- Mac
- Active Directory
- Exchange
- DNS
- OpenText
How to get hired
- Tailor your resume: Highlight relevant technical support, Microsoft 365, and customer service experience.
- Craft a strong cover letter: Express your passion for information management and OpenText's mission.
- Prepare for technical questions: Be ready to discuss troubleshooting scenarios for M365 and related technologies.
- Showcase communication skills: Practice explaining complex technical issues clearly and concisely.
- Research OpenText: Understand their AI-first, future-driven, human-centered approach to information management.
Technical preparation
Master Microsoft 365 administration and troubleshooting.,Deepen knowledge of Active Directory and Exchange.,Practice diagnosing network and data transport issues.,Familiarize yourself with CRM and support tools.
Behavioral questions
Handle a difficult customer professionally.,Explain a complex issue simply.,Collaborate with Tier 2/3 support teams.,Prioritize and manage multiple cases.
Frequently asked questions
- What specific Microsoft 365 applications will an Associate Technical Support Specialist at OpenText support?
- As an Associate Technical Support Specialist at OpenText, you will primarily troubleshoot and support Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint. You will also handle mobile email configurations on iOS and Android devices. Experience with Intune is also beneficial.
- What is the expected communication style for this Associate Technical Support Specialist role at OpenText?
- The Associate Technical Support Specialist role at OpenText requires professional, high-quality customer support through heavy phone and written communication. You should be adept at handling difficult customers and complex situations while maintaining high customer satisfaction.
- Does OpenText prefer candidates with Microsoft certifications for the Associate Technical Support Specialist position?
- While not strictly required, Microsoft certifications are considered a 'nice to have' for the Associate Technical Support Specialist role at OpenText. Experience with specific technologies like Intune/Entra, Azure AD Connect, SharePoint/OneDrive, Teams administration, and Power Automate is also advantageous.
- What opportunities are there for career growth as an Associate Technical Support Specialist at OpenText?
- OpenText seeks driven professionals for this role as a long-term career opportunity. You'll have the chance to expand your expertise across the OpenText Mid Market product portfolio and stay current with training, alerts, and process updates, fostering continuous professional development.
- How does OpenText use AI in its hiring process for roles like Associate Technical Support Specialist?
- OpenText uses AI tools to assist in various recruitment stages, including resume screening, candidate matching, and interview scheduling, to enhance efficiency and reduce bias. However, all final hiring decisions are made by qualified human professionals.
- What kind of technical knowledge is essential for an Associate Technical Support Specialist at OpenText?
- Essential technical knowledge includes troubleshooting Microsoft 365 applications, administering M365 environments via the Admin Center, and a strong understanding of Active Directory, Microsoft Exchange, DNS, and email routing. You should be able to clearly communicate solutions to customers.
- What is the salary range for an Associate Technical Support Specialist at OpenText?
- The posted salary range for an Associate Technical Support Specialist at OpenText is $53,040 - $79,560. The actual salary may vary based on factors such as education, experience, skills, location, and alignment with internal equity and market conditions.