Director, Technical Support

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

 

Reporting to the VP of Global Business Network Support, the Director, Technical Support for Fax role is to lead the day-to-day operations of all Fax support team members while leveraging strategic and tactical leadership guidance.

 

WHAT THE ROLE OFFERS 

 

• Set the strategic direction for a globally dispersed technical support- BN Fax team with matrixed oversight of our Center of Excellence Fax teams.
• Ensure global BNS Fax teams work in a common framework. North American, South American, EMEA and Asian BN Support teams should all work within a common set of processes and expectations.
• Continue the Voice of Quality (VoQ) process by which BNS provides engineering a prioritized set of its top issues, whether an enhancement or a bug fix, for consideration.
• Utilize KPI’s to relentlessly drive service quality, thus impacting Customer Satisfaction and Retention.
• Develop strategies to manage cost and scale without reducing quality of customer experience, including the use of Ollie.ai and, where possible, BN Aviator.
• Be an evangelist on Self Service & Adoption by reinforcing an approach to each customer interaction with Global Technical Support (chat session, forum thread, ticket etc.) ensuring we fix once and resolve many times.

WHAT YOU NEED TO SUCCEED

 

• 10+ years of experience leading Fax technical support teams
• The ability to work and communicate collaboratively within OpenText to create alignment within and across groups which is inclusive of sharing resources, ideas, practices or approaches with others to further the best interest of the company.
• Demonstrated leadership by inspiring a clear and compelling vision of the future that generates excitement, enthusiasm and commitment. 
• Challenges the status quo; encourages people to question existing methods, practices, and assumptions; supports people in their efforts to try new things
• Strong change agent who can drive long term initiatives; manage and embed change at an individual, organizational & cross functional level.
• A Bachelor’s degree is required.

 

ONE LAST THING

 

 

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.