The opportunity

Technical Support professionals serve as an escalation point for internal and customer raised concerns relating to the OpenText EDI product suite. The position will require day-to-day management of customer escalation, troubleshooting, and delivery of technical solutions as well as a degree of mentoring and training to clients and internal resources alike. The successful candidate will possess strong technical skills with an analytical mindset; will be able communicate effectively to convey technical content in a non-technical way; will be a self-starter able to drive themselves to develop their skills within a fast-paced support environment.

You are great at

• Provide technical support to OpenText clients, other internal support groups and various internal teams in the use and administration of our EDI products and services.
• Using the available tools and a cross-functional mindset to manage, and maintain ownership of escalations, liaising with the various tiers of our support structure to secure effective solutions to reported issues.
• Managing client expectations whilst working to Team SLAs for the provision of solutions.
• Provide training, guidance, and advice where appropriate.
• Meet, and work to exceed departmental performance metrics including SLAs, client satisfaction, and backlog
• Actively participate in training and mentoring sessions to further self-improvement, meet company directives and assist in knowledge share across the support structure

What it takes

• Educated to degree level or equivalent
• Fluent Dutch and English.
• Customer support experience.
• Strong team player with experience of a multilingual global environment.
• Good analysis & troubleshooting skills
• Excellent communication (written and verbal) skills
• Positive, proactive, enthusiastic, and flexible attitude towards work
• Ability to multi-task and prioritize work effectively
• Self-directed and motivated with good attention to detail.
• Maintains effective work behavior in the face of setbacks or pressure.

Bonus:

• Knowledge of EDI, EDI standards, and data communications
• Willingness to work outside of normal working hours, if required
• Experience with command-line systems such as UNIX/Linux