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Production Support Specialist

Req id:  31839

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. 

 

 

The Opportunity 

As a Production Support Specialist, you will take the knowledge and experiences you have gained to resolve difficult customer and partner issues and contribute to the overall growth of the business. With great training, effective leadership, smart processes, timely communication, regular coaching, and a strong support system you will be spared no effort in your pursuit of continued success. You will:
 

  • Achieve high levels of customer satisfaction when responding to customer requests via phone or email
  • Troubleshoot technical issues with the tools and skills after product training, often working with issues that could not be resolved at previous support levels
  • Ensure customer has best product that suits their needs
  • Participate in the content creation lifecycle for support documentation
     

We are looking for people who are interested in continued growth in their technology career with OpenText. An ideal candidate will invest in this job as the true career opportunity it is. A successful Production Support Specialist is a person who is a self-starter, who can navigate difficult situations and conversations with a professional attitude and seeks opportunities to improve the customer experiences we provide.

 

You are great at:

  • Assist customers with live and deferred transactions via phone and email with technical support inquiries.
  • Provide advanced troubleshooting on issues including but not limited to, missing data and advanced technical issues.
  • Learn the technical architecture of Webroot’s products.
  • Work independently to solve customer issues and own case work by diagnosing, troubleshooting, and resolving software, application, hardware, 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
  • Work with Tier 2 and Tier 3 engineers on technical escalations, bug and a feature request
  • Assist customers and alliance partners troubleshoot and successfully complete disaster recovery tests within a scheduled window of time
  • Become trained to support additional products within the OpenText Mid-Market product suite
  • Make business-critical decisions that help customers or partners understand proper data protection techniques to ensure full recovery when needed
  • Properly escalate cases to the appropriate teams as needed based on issue complexity and process documentation. Work closely with these teams to identify new trends/resolutions.
  • Assist in the content creation/editing process for our Knowledge Bases by creating and editing content as necessary based on findings within your support interactions. This includes but is not limited to documenting new issues and solutions, editing existing content for clarity, and identifying content that is no longer relevant.
  • Utilize existing systems to document assistance sessions that aid the business in identifying trends. Collaborate with other levels and Management as needed, to review data, identify solutions, and assist with implementation.
  • Continued use of Support utilities (CRM, Customer Account Information, 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 (Critical Error Accuracy).
  • Remain current on internal alerts, trainings and process changes that are designed to prepare you for the evolving requirements of the role.

 

 

What is takes:

 

  • A track record of good judgment and decision-making in positions with significant responsibility.
  • Ability to independently identify high value projects and drive them to completion.
  • Demonstrated leadership capability in cross-functional team environments.
  • High degree of comfort with complex technical environments.
  • Having and being able to articulate/defend an informed opinion on important topics.

 

Skills & Experience:

 

  • Ideally, 1-2 years' experience supporting Windows Server environment.
  • AS, BS or BA degree in a computer related field preferred.  Equivalent work experience will be accepted in place of the education requirement.
  • Must possess highly 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.  Heavy telephone usage.
  • Experience with configuration and implementation of Microsoft and/or Linux based servers.
  • Knowledge of Active Directory, Microsoft Exchange and SQL
  • Knowledge of WAN and Network protocols (WINS, DNS, DHCP, TCP).
  • Ability to analyze technical problems without visual contact with the machine.
  • Excellent learning skills.
  • 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 and partners.
  • Must have excellent spoken and written communication skills.

 

 

 

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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