JOb summary

Serves as the customer contact for questions on usage, functionality and problems encountered with OpenText products and services.

KEY PERFORMANCE AREAS/ KEY RESULT AREAS

• 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.
• Manage or contribute to projects as needed.
• 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

REQUIREMENT & KEY COMPETENCIES

• 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 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