Senior Production Support Specialist- Electronic Data Interchange

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.

YOUR IMPACT

The OpenText Global Customer Technical Support team is searching for a motivated, customer-centric individual committed to providing exceptional customer support. The right candidate will have a blend of EDI messaging, customer support, and technical troubleshooting skills.

You'll be part of a global team supporting European and North American clients using EDI messaging solutions, Identity Management and Supplier Portal. Your core customers will be automotive manufacturers and suppliers. You'll respond to incoming telephone calls, support emails, online tickets and live chat sessions.

In addition to customer technical support, you'll create documentation, author KB articles, and participate in developing processes/procedures.

WHAT THE ROLE OFFERS

Making customers happy - you take satisfaction in developing rapport and resolving issues. You want to be more than just a voice answering a phone, you want to be the face of a business. You create value for your customer with every customer interaction.

• Listening- You listen for clues to determine what customer needs rather than wants, even if the customer can't articulate their needs succinctly.
• Troubleshooting- you methodically ask the right questions to pare down possible problems and find the right actions to resolve the issue.
• Independent work- you are a self-starter. You can use product knowledge and experience to extrapolate solutions to complex problems.
• Multitasking- you can prioritize and swivel between tasks to manage high priority requests quickly.
• Learning - you are inquisitive and motivated to learn not just basics, but why and how the solutions work, so you can transmute that knowledge into solutions for the customer.
• Collaboration - you love to share what you know and learn from your teammates. You will reach out to form bonds with your team, whether they are sitting next to you or halfway around the world. You may be the only person doing your job on site, so you'll have to work virtually with teammates in the Germany, Brazil and the Philippines.
• Using good judgement- you use good judgement to apply product knowledge, process knowledge and policy. You can recognize what is important, why it's critical, and when to escalate priority problems.

WHAT YOU NEED TO SUCCEED

• 1-3 years previous experience working in a customer support environment

• 2 years of previous EDI messaging support experience
• Experience with the basic tenants of supporting EDI messaging
• Experience with Odette, EDIFACT and X12 protocols
• Experience with OFTP/OFTP2, HTTP, AS2 and other communication methods
• Experience with VDA is a plus
• Basic understanding of manufacturing and retail EDI
• Ability to read and understand EDI guidelines, documentation, transmission logs and messages
• Ability to use product knowledge to find solutions to customer problems without a script or knowledge article
• Willingness to work on shift. Assigned shift may by any time between 7am - 7pm EST Monday - Friday.
• Willingness to participate in an on-call rotation providing evening and weekend support.
• Willingness to work some holidays as required.

ONE LAST THING

OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned.

OpenText's commitment to diversity and inclusion surpasses legal requirements, evident in our Equal Employment Opportunity Statement of Policy 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 hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.