Production Support Specialist at OpenText in Broomfield, Colorado

Job Description:

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 Role

Production Support Specialist are responsible for providing excellent customer service to Webroot customers by receiving and responding to inbound communications via phone and ticket system. Production Support Specialist's tasks include troubleshooting both technical and account related issues, reporting on potential product bugs, and providing best in class support.

Specific Objectives and Responsibilities

Your First Six Months:
- Troubleshoot and resolve common customer issues
- Assist customers on the phone and ticketing systems simultaneously
- Properly escalate cases to the appropriate team

Six to Twelve Months and Beyond:
- Identify and create product bugs
- Meet or surpass all individual performance metrics
- Provide assistance to other team members
- Begin to create/suggest standard customer responses

Key Challenges to Overcome

Production Support Specialist are empowered to use their critical thinking and troubleshooting skills to efficiently assist a large number of customers. Our team prides itself on our multi-tasking abilities and our best-in-class customer satisfaction score. This opportunity will provide technical understanding into how we protect our customers that can be used to progress your career at Webroot.

Success Factors

What will make you successful at Carbonite:
- A track record of good judgment and decision-making in positions with significant responsibility
- Highly autonomous and able to independently identify high value projects and drive them completion
- Demonstrated leadership capability in cross-functional team environments
- High degree of comfort with complex technical environments
- Having and being able to articulate/defend an informed opinion on important topics

Skills & Experience:
- Strong analytical and critical thinking skills
- Technical proficiency in: Windows, Mac OS,desktop applications, networking, security, and web applications
- Strong oral and written communication skills
- Excellent grammar skills
- Bachelor's Degree in a technical field or equivalent experience
- 1-3 years' experience in a technical support and customer centric environment

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. If you require accommodation at any time during the recruitment process please email accommodationrequests@opentext.com. Applicants have rights under Federal Employment Laws including but not limited to:Family and Medical Leave Act (FLMA),Equal Employment OpportunityandEmployee Polygraph Protection Act.