Manager, Technical Support
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Key skills for this role
About the Role
OpenText seeks a Manager, Technical Support to lead a client support team, overseeing operations, mentoring team members, and managing escalated client issues. The role requires strong technical skills in ECM, Windows/Linux, databases, and virtual environments, along with team leadership experience.
Key Skills for This Role
Responsibilities
- Act as first point of contact for all technical inquiries regarding ECM and its integration
- Oversee operations of the Client Support team including time management, issue prioritization, and policy compliance
- Deliver a client centered philosophy
- Mentor Client Support team members
- Manage client relations for escalated problems, developing action plans and keeping clients apprised
- Develop standard operating procedures for the Client Support team
- Participate in HR activities such as hiring, performance management, training
- Keep Senior Management advised of problems and recommend solutions
- Provide leadership and facilitate open communication between Product Specialists and other departments
Requirements
- 7+ years previous experience in a technically focused environment
- Strong team building skills and previous experience leading technical teams
- Previous experience interfacing with clients in a support capacity
- Excellent communication skills, written and verbal
- Highly organized with ability to balance multiple projects and escalations
- Good foundation/knowledge working with Windows OS/Linux OS, Windows and Linux Servers
- Experience working with relational DBMS (Oracle, MS SQL Server, IBM DB2)
- Working experience with virtual environments (VMware ESX, Oracle VirtualBox, Citrix)
- Enterprise Content Management knowledge
Full Job Posting
YOUR IMPACT
- Our Manager, Technical Support position offers an opportunity to learn exciting technologies and support clients. Critical thinking is leveraged as each client situation is unique. Strong team based environment ensures support.
WHAT THE ROLE OFFERS
- Represent OpenText as first point of contact for technical inquiries regarding ECM.
- Direct responsibility to oversee operations of the Client Support team.
- Deliver a client centered philosophy.
- Mentor Client Support team members.
- Manage client relations for escalated problems.
- Develop standard operating procedures for the Client Support team.
- Participate in HR activities such as hiring, performance management, training.
- Keep Senior Management advised of problems and recommend solutions.
- Provide leadership and facilitate open communication between Product Specialists and other departments.
WHAT DO YOU NEED TO SUCCEED
- 7+ years previous experience in a technically focused environment.
- Strong team building skills and previous experience leading technical teams.
- Previous experience interfacing with clients in a support capacity.
- Excellent communication skills, written and verbal.
- Highly organized with ability to balance multiple projects and escalations.
- Good foundation/knowledge working with Windows OS/Linux OS, Windows and Linux Servers.
- Experience working with relational DBMS (Oracle, MS SQL Server, IBM DB2).
- Working experience with virtual environments (VMware ESX, Oracle VirtualBox, Citrix).
- Enterprise Content Management knowledge.
- Shift work, holidays, and on call responsibilities may be required.
Compensation
- Salary Range: CAD 92,320 CAD 138,500 depending on education, experience, skills, location, and alignment with internal equity and external market.
Additional Information
- OpenText is an Equal Employment Opportunity employer.
- Accommodations available upon request.
- AI tools used in recruitment process.
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