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.
As an Associate Customer Support Representative, you will find yourself in one of the most highly supported positions in the business world. With great training, effective leadership, smart process, timely communication, regular coaching and peer support on the floor, you will be spared no effort to help you be successful. Achieve high levels of customer satisfaction when responding to inbound customer requests via phone, chat or email Troubleshoot technical and non-technical issues with the tools and skills that we will provide in a 3-week training While helping customers, make extra cash by identifying products and services that our customers need and then close the sale
Take personal ownership for the customer experience to help influence their decision to renew or expand upon products and services they have with us. Overcome pre-existing frustrations when needed
We are looking for people who are not merely interested in a job, but rather are passionate about their profession. The ideal candidate will invest in this job as the true career opportunity it is. A successful Associate Customer Support Representative is a person who is at their desk and on time every day, ready to solve problems, meet the varying requirements of the role and be a good teammate.
Specific Objectives and Responsibilities
Your First Month in Training:
Successful completion of up to 3 weeks in product/process training
Follow along closely during lectures
Solve hands on testing scenarios
Complete daily content assessments
Pass test calls and technical scenarios
Pass final training clearance by successfully taking real customer calls with no real time assistance other than the Knowledgebase
Successful completion of the post training nesting period where you will take live calls with the help of your trainer or subject matter expert
Learn and consistently execute documented processes that are required as part of the job
Learn and demonstrate ability to execute Carbonite software troubleshooting steps
Efficiently use all support tools (ex. Remote Assistance, Customer Database, Case Management System)
Strive to achieve Customer Satisfaction and Quality targets
Successfully execute sales techniques such as upselling, cross-selling and lead generation
Demonstrate consistent reliability and strong work ethic
Other duties as assigned
Two Months and Beyond – Post-Training:
Rapidly increase your proficiency and self-sufficiency, with all aspects of the role
Stay on top of all information alerts, trainings and process changes that are designed to prepare you for the evolving requirements of the role
Become an expert in when and how to escalate customer requests to Tier 2 support, providing actionable information and appropriate documentation for the next agent to efficiently pick up and resolve the issue
Achieve progress with your ability to sell needed and relevant products to the customers you are helping
Assist in documenting new resolutions and ensuring existing knowledgebase articles are up to date by engaging in our Knowledge Centered Support (KCS) process
Respond to internal employee satisfaction surveys to help us create the most effective environment for our staff
Passionately pursue continuous improvement. Collaborate with your manager, peers and other co-workers, to improve everything that we do. This includes advanced learning opportunities and technical certifications.
Demonstrated ability to properly use all tools to process and document all customer issues
Meet Quality and Customer Satisfaction metrics
Engage in and demonstrate, team building, collaboration, and urgency for customers, coworkers and your manager. We are better together!
Other duties as assigned
Key Challenges to Overcome
In order to succeed the candidate will need to demonstrate the ability to adapt to an ever-changing environment. Vital to this role is maintaining a positive attitude in all interactions and ensuring customer issues are fully resolved. Daily activities and processes can be dynamic as are the needs of the customer. Being able to positively adopt to a changing environment is essential for success. A successful agent will be able to manage the various daily duties with a smile . Success at Carbonite is transparent as comprehensive metrics measure daily performance.
What will make you successful at OpenText:
You enjoy learning about new technologies and are usually one of the first to try new gadgets
You are ok with being asked to be the best you can be, and you are happy to collaborate with co-workers on training, coaching and general guidance on how to get there.
You put a special focus on meeting your commitments and are willing to take yourself and your responsibilities very seriously
You truly enjoy interacting with people and can adjust your approach based on their individual needs
You are experienced with and willing to engage in basic sales efforts such as probing questions and value pitching
You like being a person that has the expertise to help others solve specific problems
You learn quick, grasp new concepts and can follow well documented directions with consistency, leveraging a strong attention to detail
You get energized when you can multitask—diagnosing problems, toggling between software programs and bringing problems to resolution quickly
You won’t be satisfied until you are an expert in what you do
Strong focus on continuous improvement and career progression You are excited about using your advanced curiosity and chase for perfection to identify improvement opportunities with any aspect of the position and look forward to sharing your well thought out opinion with effective and positive communication
A desire to start or advance a technical career and a willingness to put in the work to achieve it
Skills & Experience:
Passion for providing quality customer service, technical support, and upselling/sales
Strong familiarity and/or strong aptitude for learning Microsoft Windows and Apple/Mac operating systems; including both hardware and software configuration at a Consumer-grade
Demonstrated problem solving skills
Excellent demonstrated fluency with English verbal and written communication skills with ability to communicate effectively with a wide variety of personalities and situations
Demonstrated ability of typing with a speed of 30 words per minute
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 email@example.com. Applicants have rights under Federal Employment Laws including but not limited to: Family and Medical Leave Act (FLMA) , Equal Employment Opportunity and Employee Polygraph Protection Act
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