Overview


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

Compañía: Micro Focus

Descripción de funciones: OPENTEXTOpenText 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.The Opportunity
Reporting to a Senior Manager – Customer Support, the primary responsibility of this position is to,
✓ 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
membersWhat it takes:
✓ 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 skillsEducation Qualification: Bachelor’s / Master’s Degree
Experience: 12+ yearsOpenText’s commitment to diversity and inclusion surpasses legal requirements, evident in our which promotes a respectful and empowering environment for employees of all backgrounds, 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 . Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText’s vibrant workplace.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 08:55:41 GMT