Associate Cloud Support Specialist

OPENTEXT - THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. 

The Opportunity:

Open Text/GXS is seeking a Technical Support Specialist. This position is an intermediate level position. TSS’s are responsible for numerous B2B (business to business) functions such as production monitoring of data, error analysis, client correspondences (both electronic and phone) as well as deep dive investigation of issues stemming from production failures.

Must possess strong analysis & troubleshooting skills, excellent communication skills are required, both written and verbal. Experience in a rapid pace environment with willingness to undertake new challenges.

You are great at:

• Providing high quality technical support, effectively analyzing issues, providing issue resolution, and customer notification.
• Actively participates in self-improvement, process, and technology training programs.
• Continually strives to expand comprehension of troubleshooting methodologies
• Work cross-functionally within the organization, in a team environment, to deliver quality, satisfaction, and resolutions to the customers
• Submit and provide new content to knowledge base
• Manage Customer Accounts as requested
• Participate in documentation and product review
• May provide technical leadership and training for new and existing products within technical area
• Perform other/additional duties and projects that may be periodically assigned.
• Must be able to work the night shift, shift rotation, holidays
• Potential on-call rotation
• Potential Weekend work

What it takes:

• College/University graduate of a technical degree (eg. computer science) preferred; for graduates of non IT related courses, a strong technical aptitude is required.
• 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 GXS 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

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 hr@opentext.com.