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EDI Support Specialist

Company: OpenText
Location: Alpharetta
Posted on: January 10, 2022

Job Description:

OPENTEXT - THE INFORMATION COMPANYAs 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.The Opportunity:OpenText is seeking a Production Support Specialist who serves as the customer contact for questions on usage, functionality, and problems encountered with OpenText Business Network products and services. You are great at:Responsible for providing technical support to OpenText customers via phone and/or electronic format for various OpenText products and servicesAbility to diagnose and solve customer-reported problems ranging from simple to complex issues on functionality, usage, and troubleshooting of OpenText products within the established guidelinesThe Production Support Specialist must be able to effectively communicate a technical solution to a customer who may or may not be technically savvy and professionally handle high volumes of customer inquiriesThe Production Support Specialist must be able to deliver the technical solutions to the customer within the set goals for Response Times, Resolution Times, Customer Satisfaction and First Contact Resolution etc.Display end to end case ownership, from the time the problem is reported until the resolution is delivered to the customerWhen necessary, the Production Support Specialist needs to work with internal OpenText teams to satisfy the customer's needsAdhere to the internal business processes set by the leadership teamEffectively own and/or coordinate service requests, for issues outside their scope, with other teams until closurePerforms related work and special projects as requiredMentor and train associate-level Production Support SpecialistsWhat it takes: College/University graduate of a technical degree (eg. computer science) preferred; for graduates of non-IT related courses, a strong technical aptitude is requiredEDI support experience Minimum of 2 years related experienceMust demonstrate very good problem solving, analytical and organizational skillsMust demonstrate effective English communication skills and the capability of delivering technical solutions to customers who may or may not be technical EDI knowledge, Voice Messaging knowledge, SMS knowledge, or Fax processing knowledge preferred Must be able to work the night shift, shift rotation, holidays, and on-call (when necessary)Must be able to exhibit OpenText core values and beliefsGood customer orientation and can work under pressureHas a moderately high degree of deductive reasoning ability and initiative to solve problems and determine appropriate solutions Expected to manage workload in a fast-paced environment and be proactive with customer issues with minimal supervisionWhile OpenText is an Equal Opportunity Employer, our 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. Should you require accommodations during the selection process, please contact accommodationrequests@opentext.com .Additionally, OpenText, as a proud US Federal Government contractor, is subjectto Executive Order 14042 requiring all US employees (in office or virtual) be fully vaccinated by January 4, 2022. New employees joining OpenText will be required to provide proof of vaccination prior to joining or be approved for a medical or religious exemptions. If you believe you qualify for an exemption you can request the exemption form at accommodationrequests@opentext.com .

Keywords: OpenText, Alpharetta , EDI Support Specialist, Other , Alpharetta, Georgia

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