Lead Premium Support Specialist - Identity and Access Manager

About the position

We are looking to welcome a Premium Support Specialists to our team, with advanced technical skills in OpenText IDM/AA. You will work on our clients’ complex software environments and provide technical support along with proactive services like best practices, guidance, optimization, pitfall awareness, etc. to clients who are developing their solutions. You will ensure clients get the highest level of business value and are satisfied with the products, technical support and guidance they receive from OpenText with a focus on promoting retention, loyalty, and account growth. The overall objective of the Premium Support Specialist is to provide the highest level of personalized technical support to ensure clients are successful with their OpenText product solutions. This is achieved by building trust, focusing on value, being flexible and willing to go the extra mile to ensure client satisfaction.

Responsibilities

  • Be the client's single point of contact for support incidents opened for a specific product center.
  • Develop an in-depth understanding of your client’s environment.
  • Be on site at a client’s location 2-3 days per week.
  • Implement & establish a strong trusted working relationship with clients.
  • Leverage deep technical expertise and knowledge of your client’s environment to resolve incidents more efficiently.
  • Provide timely updates on open incidents & coordinate with other OpenText experts as needed to expedite timely resolution.
  • Identify and recommend best practices to help our clients minimize operational risks and avoid common pitfalls.
  • Provide periodic supportability assessments & offer technical support mentoring to increase the client's knowledge.
  • Understand the operational profile of your client's environment to improve the support and guidance that OpenText delivers.
  • Act as a strategic partner in developing plans to proactively improve and maintain the client's software investment.
  • Delivery short-term custom offerings to address clients’ unique needs and requests.

Requirements

  • Bachelor’s degree preferred or associate degree holder (technical field) with min 3 years’ working experience in a client support environment.
  • Existing or ability to acquire Top Secret level security Clearance
  • Advanced knowledge of OpenText Identity and Access Management/Advanced Authentication application
  • A proven track record of in-depth technical troubleshooting.
  • Strong relationship and team building skills, with the ability to negotiate and resolve conflicts.
  • Great communication, coordination, and collaboration skills, and ability to navigate complex, matrixed organizations.
  • Ability to guide and advise clients proactively on best practices, configuration optimization, tuning and integrations.
  • Willingness and ability to travel if required on client location up to 5 days a week locally, and remote travel up to 15%
  • Willingness and ability to work occasionally outside of business hours, including weekends.
  • Ability to work outside standard hours on occasion to meet specific client needs.
  • Willingness and ability to learn additional products as requested to meet staffing and account needs.

Nice-to-haves

  • French or Spanish Language is an asset.
  • Knowledge of other OpenText Products is an asset.

Benefits

  • Thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing.
  • Compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.
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