Technical Support Specialist

Makati City, Metro Manila
Permanent
Full-time

13 days ago

OPENTEXT - THE INFORMATION COMPANYOpenText 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.AI-First. Future-Driven. Human-Centered.At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We're hiring talent that AI can't replace to help us shape the future of information management. Join us.OPENTEXTOpenText 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.YOUR IMPACTOpenText is more than just a place of employment. It’s an exciting and diverse organization with intelligent people, innovative programs, and dynamic opportunities to enhance your career and life. The OpenText culture recognizes “People First” and supports you to further develop and grow your career.WHAT THE ROLE OFFERS

Responsible for providing technical support to OPENTEXT customers via phone and/or electronic format for various OPENTEXT products and services.
Ability to diagnose and solve customer reported problems ranging from simple to complex issues on functionality, usage and troubleshooting of OPENTEXT products within the established guidelines.
The Technical Support Specialist must be able to effectively communicate technical solution to a customer who may or may not be EDI savvy and professionally handle high volumes of customer inquiries.
The Technical Support Specialist must be able 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 customer.
When necessary, the technical support specialist needs to work with internal OPENTEXT teams to satisfy the customer’s needs
Adhere to the internal business processes set by the leadership team.
Effectively own and/or coordinate service requests, for issues outside their scope, with other teams until closure.
Performs related work and special projects as required.
Mentor and train associate level Technical Support Specialists.
Be the point of contact of the team in the absence of the team’s supervisor and/or manager
Identify product defects or enhancements and work with the Product Management group for resolution.
Must have a good of understanding of all OPENTEXT products and service offerings within the environment they operate. Expected to maintain technical proficiency and knowledge of company products and continually strive to improve.
Responsible in handling customer escalation in the absence of the team’s supervisor and/or manager or as required

WHAT YOU NEED TO SUCCEED

College/University graduate of a technical degree (eg. computer science) preferred; for graduates of non-IT related courses, a strong technical aptitude is required.
Minimum of 2 years related experience
Must demonstrate very good problem solving, analytical and organizational skills
Must demonstrate effective English communication skills and the capability of delivering technical solutions to customers who may or maybe not be EDI savvy
EDI knowledge preferred
Must be able to work the night shift, shift rotation, Philippine holidays and on call (when necessary)
Must be able to exhibit OPENTEXT core values and beliefs
Good customer orientation and can work under pressure
Has moderately high degree of deductive reasoning ability and initiative to solve problems and determine appropriate solutions
Expected to manage workload in a fast-paced environment and be proactive with customer issues with minimal supervision

ONE LAST THING:OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned. We take pride in the high expectations placed on us by our customers and strive to exceed those expectations with a culture that fosters extraordinary customer service. We are the voice of our customers, and we focus on making them wildly successful.OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at . Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.

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