Manager, Technical Support

The Technical Support manager will be responsible for making our customers wildly successful by managing a team that provides end-to-end technical support experience of the highest quality on OpenText products. Addressing a customers concern is not only technical, but also an opportunity to build on, and strengthen, our relationships and partnerships with our customers.

This position requires strong people and business management skills. Our Technical Support Manager position offers you the opportunity to work with a team supporting new and exciting technology, while working with the worlds top Fortune 500 companies.

Reporting to a Senior Manager, our strong team-based environment ensures that if you get stuck or need help, youll always feel supported.

What the role offers:

• Managing metrics including SLOs, KPIs and MBOs; productivity, staffing plans and work scheduling
• Developing and directing work schedules and monitoring workflow to achieve globally established goals and objectives
• Overseeing the operations of a Customer Support team. This encompasses time management, issue prioritization, and policy compliance
• Managing all customer relations for issues and problems that are escalated to your attention. This includes developing action plans, informing customers of the plans and keeping customers informed of the progress
• Overseeing Support requests/tickets from Customers, Partners and colleagues received via Customer Support Agents, the OpenText Support portal, voice calls, email and chat. Looking at ways to innovate and identify areas of improvement in the process and/or tools used
• Improving standard operating procedures for the Customer Support team
• Participating in Human Resource activities such as hiring, performance management, training, etc.
• Providing leadership and facilitating open communication between Support Agents within the group and other departments within OpenText
• Delivering a customer centered philosophy
• Developing training and competency plans, establishing career paths and mentoring team members

What you need to succeed:

• Ability to interact with people and adjust your communication style based on their individual needs
• Ability to navigate difficult conversations with customers
• You wont be satisfied until customers are satisfied
• Strong focus on continuous improvement and career progression
• The desire to drive a team that contributes by promoting a positive team environment and team growth
• A proven track record of judgment and decision-making

Skills & Experience:

• Relevant managerial experience in an Enterprise support environment
• Highly developed professional/technical skills are needed to perform the job
• Strong team building skills
• Previous experience interfacing with customers in a support capacity
• Previous experience managing C-level escalation situations
• Experience working with employees across multiple locations
• Excellent English communication skills: both written and verbal. Other languages would be beneficial.
• A technical background including knowledge of databases, Operating Systems, Web Technologies and networking protocols / architecture preferred
• Excellent interpersonal & presentation skills
• A passion for providing quality customer service and technical support
• Demonstrated strong analytical and critical thinking skills
• Demonstrated ability to multi-task and prioritize work effectively.
• Science, Technology, Engineering, or Mechanics Bachelors / Masters degree 4+ years experience