Overview


Título del trabajo: Manager, Technical Support (Heredia, Costa Rica)

Compañía: Micro Focus

Descripción de funciones: OPENTEXT
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.WHO WE ARE:OpenText Enterprise Information Management (EIM) technologies and business solutions allow organizations to take full advantage of enterprise information to gain better business insight, capitalize on opportunities to positively impact the business, improve process velocity, reduce risks related to information governance, and protect sensitive information and intellectual property from internal leaks and external threats. With growing volumes and a host of formats to manage and leverage, organizations need to bring structure to the unstructured. By doing so, they will be unleashing the power of information to drive faster decision making, improved agility, strong security policies, and an increased ability to both exploit the opportunities and control the risks of enterprise information.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.You are great at:

  • Manage SLO, KPIs / MBOs; Productivity, staffing plans and Work scheduling.
  • Develops and directs work schedules and monitors workflow to achieve globally established goals and objectives.
  • Direct responsibility to oversee the operations of a Customer Support team. This encompasses time management, issue prioritization, and policy compliance.
  • Manage all customer relations for customer problems that are escalated to your attention. This includes developing action plans for escalated customer problems, informing customers of the plans, and keeping customers apprised of the progress.
  • Support requests/tickets from Enterprise Customers / Partners / OT employees will be received via Customer Support Representatives (CSRs) through OT My Support portal / Voice initiated technical calls / Email / Chat. Innovates / Identifies areas of improvement either in the process / tools-used, proactively taking it up with respective stake holders, to go up the value chain.
  • Improving standard operating procedures for the Open Text Customer Support team Participating in Human Resource activities such as hiring, performance management, training, etc.
  • To provide leadership and facilitate open communication between Technical Analysts within the group and other departments within Open Text.
  • Delivering a customer centered philosophy.
  • Developing training and competency plans, establishing career paths and mentoring the Customer Support team members.

What we’re looking for:

Drafter
  • Relevant managerial experience in an Enterprise support environment.
  • Highly developed professional/technical skills are needed to perform the job.
  • Strong team building skills are required.
  • Previous experience interfacing with customers in a support capacity.
  • Previous experience managing C-level escalation situations.
  • Experience working with employees in different locations.
  • Excellent communication skills, written and verbal.
  • Prior knowledge of any / all of the OpenText ECD products (Documentum, Captiva, eRoom & Kazeon) would be an added advantage.
  • A technical background including knowledge of Relational databases, Operating Systems, Web Technologies, Networking Protocols & related architecture preferred.
  • Familiarity with Cluster and Disaster Recovery architectures and concepts Familiarity with validated environments and security compliance in the enterprise world.
  • Enterprise software deployment in the cloud.
  • Possesses extensive knowledge in Microsoft Office Suite, preferably MS Excel with strong OS knowhow (Windows).
  • Champions recommendations to management for change/improvements and execute on approved proposal(s)
  • Interpersonal & Presentation skills.
  • Education Qualification: Bachelor’s / Master’s Degree.
  • Experience: 12+ years.

OpenText is an equal opportunity employer that hires and attracts talent regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, marital status, sex, age, veteran status, or sexual orientation. At OpenText we acknowledge, value and respect diversity. We draw on diversity of thought and experience to reflect the rich array of cultures representing our broad global customer baseOpenText’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 .OPENTEXT – THE INFORMATION COMPANY
We believe that our values are the compass that steers us in the right direction and helps us stay true to our mission. These values will not only guide our everyday decisions but also influence our strategic direction and the way we work. They reflect who we are as individuals and as a collective force, uniting us in our shared purpose.CREATE THE FUTURE
We create economic growth that is inclusive and sustainable.BE DESERVING OF TRUST
The world’s most trusted companies trust OpenText, and we demonstrate this in our actions as individuals, as a company, and as technology.WE, NOT I
We build global communities of purpose and challenge by supporting each other to exceed expectations and solve complex problems.RAISE THE BAR
We set high standards and exceptions, to learn, to be better.OWN THE OUTCOME
We tap into our creativity to deliver incredible experiences for customers, to ourselves, and for our planet.“We believe a workplace should be human above all else. We ask excellence of our employees and reward it by creating an environment that is welcoming, challenging and that encourages real growth and development, not empty platitudes, or trinkets.” – Mark Barrenechea, CEO & CTO

Ubicación: Heredia

Fecha del trabajo: Thu, 21 Mar 2024 03:15:08 GMT