Production 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. 

Production Support Specialist

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

You Are Great At
•    Responsible for providing technical support to GXS customers via phone and/or electronic format for various GXS products and services.
•    Ability to diagnose and solve customer reported problems ranging from simple to complex issues on functionality, usage and troubleshooting of GXS 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 GXS 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 GXS 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
 

What It Takes
•    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 GXS 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. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at 1-800-499-6544.