Technical 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.  

Cloud Support Specialist is accountable for following OpenText defined, ITIL process and procedures to prevent and resolve incidents and problems. He/she will be responsible for handling hotline support calls, trouble-shooting and resolve the technical issues over the phone or email for customer in Hong Kong, China and South East Asia. Provide quality support and effective communication to the customers. Communicate with clients and other internal team members to gather information and provide status updates about incidents and problems.

Key responsibilities will include:
•To provide customers with technical support and incident resolution via proactive communication & customer facing approach for the company’s EDI applications. 
•To assist the company’s ongoing customer service initiatives and interact with internal groups to facilitate service support & problem resolution.
•To maintain good relationship with customer.
•To address customer issues on a timely and quality manner. 
•To upkeep and continuously improve SLA to customers.

REQUIREMENT & KEY COMPETENCIES
•Degree holder in related discipline with minimum 1-2 years solid working experience in Service Helpdesk support, preferably with MNC.
•Presentable with well-developed customer facing skill
•Familiar with MS Windows, Unix operating systems and MS office
•Basic knowledge of Java, Networking and Database
•Strong verbal and written communications skills in Cantonese, English and Mandarin 
•A quick learner, self-motivated and eager to ongoing development
 

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.