Lead Premium Support Specialist – OSM

🕒 September 24

🇦🇺 Australia – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 20%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

• Open for 47 days.
• Jobs at this company usually fill in 25 days.
• No salary listed.

Apply Now

Find Similar Remote Jobs

OpenText

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1991

🏢 Enterprise

☁️ SaaS

🤝 B2B

💰 $1G Post IPO debt on 2022-12

Enterprise • SaaS • B2B

OpenText is a Canadian enterprise software company that provides enterprise information management solutions and cloud-based services. It offers products for enterprise content management, document and records management, information governance, collaboration, and related IT/cloud operations, serving business customers with both on-premises and SaaS delivery models. The company's public materials emphasize enterprise-focused careers, cloud and IT operations, client success, and professional services.

📋 Description

• Serve as the customer’s single point of contact for support incidents for a specific product centre • Develop an in-depth understanding of the customer’s environment and implementation • Build strong working relationships with customers • Leverage technical expertise and customer-environment knowledge to resolve incidents efficiently • Provide timely updates on open incidents • Coordinate with OpenText experts to expedite resolution • Apply best practices to minimize operational risks and avoid common pitfalls • Provide periodic supportability assessments • Offer technical support mentoring to increase customer knowledge • Understand customers’ operational profiles to improve OpenText support • Share prescriptive product roadmaps for upgrade and migration planning • Guide customers in leveraging the full features and functionality of OpenText solutions • Act as a strategic partner in plans to proactively improve and maintain customers’ software investments • Prepare collateral and present best practices for OpenText software products • Promote customer retention, loyalty, and account growth

🎯 Requirements

• Bachelor’s degree preferred or associate degree holder (technical field) with 10+ years working experience in a customer support environment • Proven track record in in-depth technical troubleshooting • In-depth knowledge and 10+ years’ experience in one or more of: OpenText Service Manager, OpenText SMAX, Windows Server, Red Hat or another Linux system, and at least one RDBMS system • Exposure to Entra, AWS, Hyper-V or VMware, and networking tools highly regarded but not essential • Strong troubleshooting, teambuilding and leadership skills • Ability to think outside the box, negotiate and resolve conflict • Great communication, coordination and collaboration skills • Ability to navigate complex, matrixed organizations • Current, or ability to obtain, an Australian security clearance

🏖️ Benefits

• Willingness and ability to travel if required (<10%) • Willingness and ability to work occasionally outside of business hours, including weekends • Willingness to participate in a 24x7 on-call roster

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume