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Call Center Agent
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Sr. Customer Advocate - Tucson, United States - OpenText
Description
** Sr. Customer Advocate**
Req id: 26832 Tucson, AZ, US
**OPENTEXT - THE INFORMATION COMPANY**
As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.
The opportunity:
The OpenText FDD (Fax and Documentation Distribution) team is currently searching for a dynamic and resourceful Senior Customer Advocate to engage with customers and OpenText employees to resolve critical customer issues. This individual will focus on maintaining established relationships with existing TechConnect customers. A qualified candidate will be able to coordinate TechConnect Fax Solutions support deliverables including hosting calls, running reports, and developing strategic action and communications plans that address customer issues. The incumbent will be joining a team that provides world class technical customer support to a variety of enterprise customers while working across business units to ensure that customer satisfaction is met in every form. Their focus will be supporting the FDD suite of products within complex customer environments.
You are great at:
Serving as an advocate for the customer within OpenText, presenting a professional and pleasant image of the product / service and company.
Acting as the designated liaison for anything Customer may require of OT Customer Support ensuring clear communication and effective escalation.
Management of all communication between Customer and OT Customer Support through regular ticket status reporting and phone conference meetings.
Hosting calls with customers and providing monthly and annual reports. Reviewing and maintaining customer site inventory and partnering with renewals to ensure accuracy.
Facilitating issue prioritization during standard OT Customer Support hours. Coordinating additional calls as needed to ensure projects and technical issues are getting the attention needed and progressing toward resolution. And prioritized based on customer priorities.
Manage all escalations in the OT Customer Support / Development organization, including but not limited to creating and maintaining Action Plans and ensuring escalations are resolved in a manner that enhances customer satisfaction. Performing post escalation follow-up with the customer and Internal teams (i.e., Engineering, Support, Services, Sales etc.) to improve the process and to avoid repetitive occurrences.
Facilitating backlog reduction through customer communication and meetings. Ensuring customer needs are met and supporting ongoing communication.
Facilitating open communication between Technical Support Specialists within the group and other departments within OpenText.
Potential requirement to work in a 24/7 environment
What it takes:
University/College degree within a related discipline or equivalent work experience
3 - 5 years previous experience interfacing with customers in a support capacity
Strong interpersonal skills and a desire to provide exceptional customer support in escalated situations
Highly organized with an ability to balance contractual reports, monthly calls, and customer escalations in a fast-paced environment
Proven experience working in a fluid environment that is ever growing and changing
Positive attitude, patience, understanding, dedication, and commitment
Previous experience with the following preferred:
Windows OS
Relational databases such as Oracle and MS SQL Server
Web technologies such as web servers, browsers, etc.
Knowledge of RightFax
Previous experience working with telephony and networking
While OpenText is an Equal Opportunity Employer, our 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. Should you require accommodations during the selection process, please contact
Subject to applicable laws and regulations, OpenTexts global vaccination policy requires all employees to be fully vaccinated against COVID-19 to enter an OpenText office to maintain a safe workplace for our employees.
**OPENTEXT - THE INFORMATION COMPANY**
Our growing team is mapping the future of Information Management, and we continue to make new discoveries that expand its boundaries. Join us and be part of a winning team, where the opportunities for your career are limitless.
From its innovative start as a research project by University of Waterloo professors in 1991, OpenText has grown into a global company with offices in more than 35 countries. Our high- performance culture has forged our growth and is an excellent fit for people looking to push themselves to learn and do more.
Its our time to lead, and as part of our team, it will be your time too. Our continued growth will provide you the opportunity to explore, learn and chart an exciting career path while enjoying a good work-life balance.
**Perks**
If you thrive in a dynamic work environment, there is always a new horizon to explore. We are proud to offer excellent benefits, challenging work and competitive financial rewards.
**Benefits**
Our employee programs prioritize employees well-being and that of their families. We offer a comprehensive benefit plan, education assistance, a wellness/fitness reimbursement and time off to volunteer.
**Social events**
With offices around the world and flexible work arrangements, OpenText strives to make sure all our employees feel connected. Teamwork extends to our social lives too from local social events to company-wide activities, we want our employees to take time to relax and have fun.
**Corporate Citizenship**
Corporate Citizenship is more than a program for us, it is engrained in our purpose, impact, and approach to doing business. Through numerous volunteer initiatives, we support education and innovation for global change.
**Explore your career and potential. Become an OpenText Navigator.**
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Matthew Ostberg
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Mark Davis
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