Associate Product 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. 

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:

Provide production monitoring of data, error analysis, as well as serves as the customer contact for questions on usage, functionality and problems encountered with OpenText products and services.

Understanding within the product offering and the environments they operate. They must possess and display an understanding of application functionality, relational database architecture, operating systems, and communication protocols.

You Are Great At:

• Providing technical support responding to case service levels, providing production support, effectively analyzing issues, providing issue resolution, and customer notification. Recreating customer issues & escalates to appropriate level.

• Actively participating in self-improvement, process, and technology training programs. Continually striving to expand comprehension of troubleshooting methodologies, application functionality, N-tier architecture, relational database architecture, operating systems, and comms protocols as applicable.

• Working cross-functionally within the organization, in a team environment, to deliver quality, satisfaction, and resolutions to the customers. Submitting/providing ideas/suggestions for new content to knowledge base.

• Performing other/additional duties and projects that may be periodically assigned and may require on-call and weekend rotation.

What it takes:

• Global customer facing experience is required either with phone or email support.

• Working experience with Operating Systems (Unix/Linux and Windows).

• Working experience with Database (SQL,Oracle).

• Working experience with Active Directory.

• Electronic Data Interchange (EDI) knowledge preferred

• Must demonstrate effective English communication skills and the capability of delivering technical solutions to customers who may or maybe not be EDI savvy

Additional Notes:

- Candidate must be willing to night shift, shift rotation, Philippine holidays, and on-call (when necessary).

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.