Customer Support Representative

Description:

The Customer Support Representative role is the first point of contact for all OpenText customers. This team has the responsibility of setting the stage for all other areas of customer and technical support, it is the foundation of our support teams providing world-class customer service via, phone, email, and web chat. As a member of the Customer Support department, you will be responsible for call intake, processing emails, creating knowledge base accounts, ticket creation, and follow up.
Efficiently answering and following up on all customer inquiries that come in via phone, email, and chat
Verification of product support and monitoring customer service portals to triage tickets accordingly
Collaborate with renewals and licensing teams to ensure customers have the most up-to-date product licensing which includes order processing
Working with new customers to ensure all accounts are correctly initiated and required content is available for easy access
Providing highly effective, efficient, and professional support to every OpenText customer who is looking for timely and quality resolutions
Utilization of attention to detail while maintaining customer database
Previous experience in a customer-facing fast paced environment
Strong desire to provide exceptional customer support efficiently with a high focus on first-call resolution
Computer literate with standard business applications, preferably Microsoft Office
Demonstrated ability to communicate in a clear and concise manner both verbally as well as written
Positive attitude, patience, and understanding with the ability to view issues from a customer standpoint
Proven experience working in a fluid environment that is ever-growing and changing
Ability to multitask, dealing with multiple issues simultaneously
Strong attention to detail and the ability to grasp concepts quickly and a thirst for knowledge
Ability to work in a global environment that involves evening shifts and statutory holidays on a rotational basis
Bilingual language skills. Proficiency in French and English.