Responsible for providing technical support to OpenText customers via phone and/or electronic format for various OpenText products and serviceAbility to diagnose and solve customer-reported problems ranging from simple to complex issues on functionality, usage, and troubleshooting of OpenText products within the established guidelinesEffectively communicate a technical solution to a customer who may or may not be technically savvy and professionally handle high volumes of customer inquiriesAbility 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 customerAbility 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 Specialists

Conduct project planning meetings in order to assess the most efficient and cost effective manner to complete installation of project while bringing the client a highest level customer experience possible.Produce purchase orders and place order with vendors.Orchestrate timed delivery so that product arrives on time prior to installation.Work with client to schedule installation based on pre-installation guidelines, product arrival, installer availability and customer needs.Set up third party installation teams to facilitate installation on a date that meets customer expectation.Work with client to ensure pre-installation guidelines have been completed before scheduled installation.Provide any special instructions to clients, vendors, installers, electricians, and warehouse teams to ensure a smooth installation.Conduct weekly project progress meetings to upper management advising of any foreseeable issues and/or potential issues that could arise.Follow up with customer after install to ensure project was completed as planned.Work with installers, vendors and clients to correct any punch items that may have occurredTurn over project to sales for final review and collection of outstanding account balances.

Responsible for lead generation through various methods such as cold calling, canvasing territories door to door and social media platforms.Responsible for handling incoming phone inquiries, walk-ins and inquiries left on company website.Visited prospective clients and clients to measure space and draw floor plan.Created professional space planning including 2 dimensional and 3 dimensional CAD/Giza renderings.Provided professional recommendations to maximize office space layout.Coordinated with your vendors, electrician, facilities manager and installers for seamless office setup.Generated estimates and customer invoicing on purchased office furniture.

Display ability to exercise independent technical judgment in mechanical, electrical, electronic, firmware, and software technologies to troubleshoot, diagnose and repair (IPA)’s automated linen distribution systems both on-site in hospitals and via telephone.Dispatch, authorize and direct the work of third party biomedical technicians in the diagnoses and repair of (IPA)’s systems including the selection and shipment of parts to repair the problems.Administer on-site training to third party biomedical technical personnel, hospital technical personnel and hospital automation system operators, loaders and users.Perform preventative maintenance and available upgrades.Initiate and complete service reports, logging all information and updating Customer and Equipment Details.Strong written and verbal skills.Proficient with Microsoft Windows 98/2000/XP, TCP/IP, FTP, RS-232, RS-485 and Ethernet Protocols.Field installation of (IPA)’s linen automation systems.Proficient with wiring, soldering and using hand tools.Skilled in the use of electronic test equipment, e.g., multi-meter and Oscilloscope.Performs other related duties as assigned.70% Travel Minimum

Provides client technical support via phone, support tickets through Siebel, and remote desktop utilizing EasyLink value added networks, private network communications, and EDI applicationsMonitors system generated alerts, performs troubleshooting and escalates issues accordingly to clients or within OpenTextPerforms scheduled trading partner VAN migrationsPerforms new account provisioning for access to Opentext value added networks, EDI B2B Trading Partner Implementations, network communications, and system configuration changes and testing Facilitats EDI compliance testing between clients and their trading partners or third parties. Conducts data transfer traces between value added networks and message redelivery using Unix/Linux based systemsConducts new hire training and assists internal support staff with assessment and troubleshooting processes of client issues

Enter and maintain and track all electrical construction project orders.Key contact for distributors orders in Southeast region.Responds to customer inquires regarding projects, order status, shipping dates, and rebate status.Responds to routine complaints and disputes in a professional manner.Handle Return Goods Authorization approvals. Responds to Customer accounts in dispute.

Provided professional and courteous assistance to customer in high volume call center.Assist customers with order confirmations, light data entry and shipping verifications.Investigate and resolved incorrect shipments and customer disputes.Provided time sensitive and up to date data regarding product availability and customer pricing of electrical products.Conducted New Hire Training Classes.

Troubleshooting IBM Point of Sales hardware and software.Dispatching of Service Technicians and track progress of resolution.Provided in depth customer service to IBM clients.Ran summary reports and research data for procedural guides.Utilized AS400 and Expert advisor to track client history, problem resolutions and procedural updates.