Technical Analyst – BN - FDD

by:  OpenText

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The OpenText Business Network Fax & Document Distribution Group  is currently searching for a technically dynamic and resourceful individual who has the ability to provide exceptional technical support in a challenging and rewarding environment.  The incumbent will be part of a team that provides world class technical customer support to a variety of enterprise customers while working across business units to ensure that customer satisfaction is met in every form.  Their focus will be supporting the FDD (Fax and Documentation Distribution) suite of products which includes RightFax, Alchemy, RightFax Express, Message Manager & Workflow within complex customer environments.

The successful candidate will be working in a highly functioning team consisting of Technical Analysts and Senior Technical Analysts that work effectively together to reach a common goal.

What you will be doing?

  • Represent OpenText acting as the point of contact for all technical inquiries regarding FDD products and their integration into external environments.

  • Provide technical support to system administrators by researching, answering questions and troubleshooting problems

  • Utilize exceptional written and verbal communication skills while supporting customers via telephone or email, while demonstrating a high level of customer focus and empathy.

  • Meet established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys, phone based activities, and schedule adherence.

  • Show an understanding of the customer environment and product enabling resolution of complex technical issues and providing alternative support options which may not be related to OpenText products directly.

  • Act as a key point of contact for customer follow up and incident management, while maintaining the support ticket with updates and resolution.

  • Collaborate on cross-team and cross-product technical issues with a variety of resources including development to document software defects and customer suggestions.

  • Contribute to the knowledge base by authoring and editing articles to share current information with team members.

  • Work under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.

  • Potential requirement to work in a 24/7 environment


What does it take?

  • Two – four years previous experience working within a technical support environment

  • University/College degree within a related discipline or equivalent work experience

  • Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution

  • Excellent problem solving & troubleshooting abilities

  • Proven experience working in a fluid environment that is ever growing and changing

  • Strong ability to multi-task and prioritize work effectively

  • Positive attitude, patience, understanding, dedication and commitment

  • Strong attention to detail and the ability to grasp concepts quickly and have a thirst for knowledge.

  • Working knowledge of Active Directory, Microsoft Exchange and Lotus Notes preferred

  • Solid understanding of and experience working with Windows OS

  • Knowledge of RightFax, Alchemy and/or Messagemanager preferred

  • Previous experience working with telephony, VoIP and networking preferred

  • Knowledge of Microsoft SQL server, VM Ware and Windows server preferred


For more information about OpenText and OpenText job opportunities, visit

OpenText is an equal opportunity employer that hires and attracts talent regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition, marital status, sex, age, veteran status, or sexual orientation. At OpenText we acknowledge, value and respect diversity. We draw on diversity of thought and experience to reflect the rich array of cultures representing our broad global customer base.

As a technology company, we can only be as good as the people who are part of our team. To that end, we seek talent with diversity of life experiences and perspectives from around the world!

If you may require accommodation in completing the application process please email or call our toll free number 877-201-7127.

If you are contacted regarding this position, please advise the interview coordinator of accommodation measures you may require during our selection process. Information received relating to accommodation needs of applicants will be addressed confidentially.

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