Product Support Specialist- Zix ( O365)

OPENTEXT - THE INFORMATION COMPANY

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're hiring talent that AI can't replace to help us shape the future of information management. Join us.

YOUR IMPACT

As a Technical Support Specialist, you will take the knowledge and experiences you have gained to resolve difficult customer and partner issues and contribute to the overall growth of the business. With great training, effective leadership, smart processes, timely communication, regular coaching, and a strong support system you will be spared no effort in your pursuit of continued success. You will:

• Achieve high levels of customer satisfaction when responding to customer requests via phone or email
• Troubleshoot technical issues with the tools and skills after product training, often working with issues that could not be resolved at previous support levels
• Ensure customer has best product that suits their needs
• Participate in the content creation lifecycle for support documentation
  

WHAT THE ROLE OFFERS

• Assist customers with live and deferred transactions via phone and email with technical support inquiries.
• Provide advanced troubleshooting on issues including but not limited to, missing data and advanced technical issues.

• Learn the technical architecture of company products.
• Work independently to solve customer issues and own case work by diagnosing, troubleshooting, and resolving software, application, hardware, data transport, and network issues related to service and product offerings
• Manage multiple customer cases simultaneously, ensure all case-related information and activities are accurately documented, and provide timely progress updates to customers and account managers to maintain service level agreements
• Work with engineering on technical escalations, bug and a feature request
• Assist customers and alliance partners troubleshoot and successfully complete disaster recovery tests within a scheduled window of time
• Become trained to support additional products within the product suite
• Make business-critical decisions that help customers or partners understand proper data protection techniques to ensure full recovery when needed
• Continued use of Support utilities (CRM, Customer Account Information, Knowledge Base, Training Materials, etc.) to think critically and resolve assigned customer interactions. 
• Strive to achieve our established KPIs of Customer Satisfaction (CSAT) and Quality (Critical Error Accuracy).

What you will need to succeed

• Ideally, 2-4 years' experience supporting Windows Server environment.
• Experience with configuration and implementation of Microsoft and/or Linux based servers.
• Knowledge of Active Directory, Microsoft Exchange and SQL
• Knowledge of WAN and Network protocols (WINS, DNS, DHCP, TCP).
• Experience with troubleshooting 365 and hosted exchange applications with Windows/Mac OS environments (To include but not limited to Outlook, Teams, OneDrive, Sharepoint, Intune)
• Experience with mail configuration on android/IOS mobile devices
• Microsoft 365 Admin Center experience

Not required but preferred:

• MS Certifications
• Knowledge of but not limited to:
• Intune (Endpoint Management)
• Azure AD Connect
• SharePoint/OneDrive Management
• MS Teams Management
• MS 365 Dynamics
• Power BI
• Power Automate
• Knowledge of network security practices and anti-virus programs

OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of 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.