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Production Support Specialist

Req id:  31965

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. 

 

 

Technical Support Specialist

Role Specification

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.
  • Responsible to work and own escalated tickets from technical support teams
  • 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.
  • 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
  • Knowledgeable in CCNA and Networking is an advantage
  • 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 moderately 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

 

 

 

 

 

 

 

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.

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