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Lead Customer Support Representative

Req id:  32226

Makati City, National Capital Region (NCR), PH

 

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


CSR is part of a world class service-oriented team that takes incoming calls, chats, emails, tickets from customers. CSR team is looking for a quick-thinking, customer-focused representatives that can educate, problem solve current customer concern and prevent possible future concerns by looping back and influencing to improve on internal processes.

The ideal candidate should have a growth mindset, be a strong customer advocate and ensure customer satisfaction is delivered with every customer touch.


The Opportunity:

 

  • Verify product lines and monitor customer service portals to triage cases accordingly across all organizations
  • Handle cases concerning customer access and permissions to MySupport Portal
  • Able to complete basic administration tasks on customer profile and accounts
  • Efficiently answer and follow up on all customer inquiries that come in via the ticketing system, email, phone, and chat systems
  • Collaborate with Account Executives, Renewals, Licensing team to ensure customers have the most up to date product licensing
  • Address customer and internal escalations
  • Advocates teamwork, growth, engagement, and come up with initiatives to promote excellence in customer support
  • Work on adhoc tasks, reporting, analysis, and acts as a POC for the team

 

You are great at:

  • Learning the Global Tier 1 tasks and meeting goals and expectations
  • Work independently to solve customer issues and own casework by diagnosing, troubleshooting, and resolving software, application, data transport, and network issues related to service and product offerings
  • Manage multiple customer cases simultaneously, ensure all case-related information and activities are accurately documented, and provide timely progress updates to customers and account managers to maintain service level agreements
  • Properly escalate cases to the appropriate teams as needed based on the issue complexity and process documentation. Work closely with these teams to identify new trends/resolutions
  • Continued use of Support utilities (ServiceNow, MySupport Portal, Knowledge Base, Training Materials, etc.) to think critically and resolve assigned customer interactions
  • Strive to achieve our established KPIs of Customer Satisfaction (CSAT) and Quality
  • Remain current on internal alerts, training, and process changes that are designed to prepare you for the evolving requirements of the role
  • Must be adaptive to sudden schedule changes

 

Skills & Experience:

  • Candidate must be willing to work in rotating shifts, weekend, and holiday work schedule
  • Experience working in a global support environment, BPO, Global IT Company, Call Center and Shared Services Environment is an advantage
  • Must possess developed interpersonal and communication skills, and the ability to work with an extensive variety of customers. Must be able to work with difficult customers and situations and still maintain a high level of customer satisfaction. Must be able to maintain a professional demeanor when working with difficult or challenging customers
  • Understanding of Desktop applications (Windows and Mac) 
  • Ability to utilize available resources to the fullest; must have excellent computer skills.
  • Ability to organize and manage multiple priorities
  • Demonstrable ability to define problems, gather data, establish facts, and draw valid conclusions
  • Adept at articulating and responding both verbally and in writing to common inquiries or complaints from customers, partners, etc.
  • Must have excellent spoken and written communication skills and speaks English
  • Independent, friendly, outgoing, and adaptive team player

 

 

 

 

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. Should you require accommodations during the selection process, please contact accommodationrequests@opentext.com.

 

Subject to applicable laws and regulations, OpenText’s global vaccination policy requires all employees to be fully vaccinated against COVID-19 to enter an OpenText office. Accommodations may be available for specific roles.


OPENTEXT - THE INFORMATION COMPANY

Our growing team is mapping the future of Information Management, and we continue to make new discoveries that expand its boundaries. Join us and be part of a winning team, where the opportunities for your career are limitless. 

From its innovative start as a research project by University of Waterloo professors in 1991, OpenText has grown into a global company with offices in more than 35 countries. Our high- performance culture has forged our growth and is an excellent fit for people looking to push themselves to learn and do more.

It’s our time to lead, and as part of our team, it will be your time too. Our continued growth will provide you the opportunity to explore, learn and chart an exciting career path while enjoying a good work-life balance. 

Perks 
If you thrive in a dynamic work environment, there is always a new horizon to explore. We are proud to offer excellent benefits, challenging work and competitive financial rewards. 

Benefits 
Our employee programs prioritize employees’ well-being and that of their families. We offer a comprehensive benefit plan, education assistance, a wellness/fitness reimbursement and time off to volunteer. 

Social events 
With offices around the world and flexible work arrangements, OpenText strives to make sure all our employees feel connected. Teamwork extends to our social lives too from local social events to company-wide activities, we want our employees to take time to relax and have fun.  

Corporate Citizenship  
Corporate Citizenship is more than a program for us, it is engrained in our purpose, impact, and approach to doing business. Through numerous volunteer initiatives, we support education and innovation for global change.

Explore your career and potential. Become an OpenText Navigator.

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