B2B IT Applications support Specialist (Fulltime, Remote)

As part of the Digital Transformation Services Department, The Technical Services Team provides our clients with support for OpenText and Kofax products and services. On a day-to-day basis, this role will ensure and maintain our service level standards and client satisfaction by providing product technical expertise, client assistance, and support.

Responsibilities

• Ensures that customer service and expert troubleshooting is being delivered timely and according to service level standards.
• Follow-up on all tickets in a NetSuite environment with clear and concise communication is a must.
• As a working member of the team, you will assure all supported OpenText / Kofax applications are performing properly for end users, and solutions are created as well as updated in a knowledge base.
• Installation of OpenText / Kofax products and services, some client training/ mentoring.
• Works to resolve escalated issues from clients.
• Participates in off-hours support rotation.
• Monitors changes to improve the performance and uptimes of applications, solutions, and systems.
• Assists with projects evaluating new products in a VM test environment and provides feedback on their fit within our application and solution set.
• Stays abreast of the latest developments in OpenText, Kofax, and other relevant products.

• Bachelor’s degree in information technology or computer Science.
• MUST have Two to Three years of experience in a technical support environment.
• Excellent troubleshooting ability.
• Knowledge of SharePoint, VMWare, Cloud Operations.
• Excellent verbal and written communication skills
• Proficient in using Microsoft Office 365, Teams, and Windows server platform(s).

Preferred Qualifications

• Experience with OpenText products including: OpenText AppEnhancer (formerly ApplicationXtender), OpenText Intelligent Capture, OpenText AppWorks, and OpenText LiquidOffice
• Experience with Kofax products including: Kofax Capture, Kofax TotalAgility, Kofax Transformation, Kofax AP Essentials, and Kofax RPA
• NetSuite and Microsoft Server Platform experience

Employment is contingent upon completing and passing a background check and drug test. MetaSource is an equal opportunity employer.