{"id":3584726,"url":"https://alion.io/job/opentext-associate-production-support-specialist-2","title":"Associate Production Support Specialist","company":{"id":13922,"name":"OpenText","domain":"opentext.com","url":"https://alion.io/company/opentext","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Phenom","truth_index":{"grade":"A","score":100,"open_postings":22,"ghost_share":0.045,"stale_share":0.045,"repost_share":0.045,"time_to_fill_p50_days":17,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Waterloo, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":40000,"max":60000,"currency":"CAD","period":"year","gross":null,"usd_annual":42947},"salary_estimate":null,"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-11-01T08:41:26Z","employer_posted_date":"2026-11-01","last_verified_at":"2026-11-09T18:10:04Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"OPENTEXT - THE INFORMATION COMPANY\nOpenText 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.\nAI-First. Future-Driven. Human-Centered.\nAt OpenText, AI is at the heart of everything we do-powering innovation, transforming work, and empowering digital knowledge workers. We are hiring talent AI can't replace to help us shape the future of information management. Join us.\nYOUR IMPACT\nAs an Associate Product Support Specialist, you will provide technical and account support to clients, troubleshoot complex issues, and contribute to the success of both the business and your team. Through comprehensive training, effective leadership, ongoing coaching, and collaboration, you will have the resources and support needed to develop your technical expertise and succeed in the role.\nWHAT THE ROLE OFFERS\nProvide technical and account support to clients via phone and email, resolving issues related to missing data, system functionality, and escalated technical concerns.\nInvestigate and troubleshoot high-priority cases independently, leveraging CRM systems, knowledge bases, and technical resources to drive timely resolutions and ensure client satisfaction.\nCollaborate with Engineering, Development, and cross-functional support teams to escalate complex issues, reproduce defects, test fixes, and identify trends and solutions.\nCreate, maintain, and improve knowledge base content by documenting new issues, updating existing articles, and ensuring support documentation is accurate, clear, and easy to use.\nSupport and mentor team members through real-time assistance, coaching, and knowledge-sharing initiatives to improve issue resolution and overall team performance.\nConsistently meet service quality and performance targets while adapting to evolving products, processes, training requirements, and support initiatives.\nWHAT YOU NEED TO SUCCEED\nIdeally, 1-2 years of experience providing technical support for Windows desktop and server environments, macOS, desktop applications, networking, security, and web applications.\nAn associate degree in a technical or computer-related field is preferred; equivalent relevant work experience may be considered in place of formal education.\nA passion for delivering high-quality client service and technical support.\nStrong analytical, troubleshooting, and critical-thinking skills.\nTechnical proficiency in Windows desktop and server environments, macOS, desktop applications, networking, security, and web applications.\nExcellent verbal and written communication skills.\nPrevious experience in a training, coaching, or mentoring role is preferred.\nONE LAST THING\nOpenText is more than a corporation-it’s a global community built on trust, character, and purpose. Here, we act ethically, care deeply about people, and always put our clients first. We help teams succeed through collaboration, tackle challenges with resilience, and innovate with intention.\nJoin us on our mission to drive positive change through privacy, technology, and teamwork. At OpenText, we don’t just have a culture-we live our values. Choose us because you want to be part of a company that empowers you to make a meaningful impact.\nOpenText'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.\nIf you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please submit a ticket at Ask HR. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.\nCompensation: At OpenText, we offer a thoughtfully designed benefits package that supports your physical, emotional, and financial wellbeing. As you move through the hiring process, we’re happy to provide more details about our compensation programs, including variable and commission compensation opportunities for eligible roles, vacation entitlement, and paid time off.\nSalary Range: $40,000-$60,000; Depending on the candidate’s education, experience, skills, geographical location, and alignment with internal equity and external market, actual salary may vary and be higher or lower than the range posted.\nAI Usage Disclosure: As part of our commitment to transparency, we use artificial intelligence (AI) tools to assist in various stages of our recruitment process, including resume screening, candidate matching, interview scheduling, and communications. These tools are designed to improve efficiency, reduce bias, and enhance candidate experience. 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