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. 

The Opportunity: 

As a valued member of the Global Technical Support Team, the Lead Technical Support Specialist engages with customers and OpenText employees to resolve critical customer issues. You will be joining a team that provides world class technical customer support to a variety of enterprise customers while working across business units to ensure that customer satisfaction is met in every form. Their focus will be supporting the OpenText products and offerings.

You are great at:

The successful candidate will be working in a highly functioning team consisting of Senior, Lead and Principal Technical Specialists that work effectively together to reach a common goal.
1. Identifying and resolving customers' issues in a timely manner (in accordance with published response times) via telephone support and written correspondence.
2. Managing customer relationships and clearly documenting all interactions within the company database.
3. Providing suggestions for alternate support options for customer issues that are not related to Open Text's products.
4. Testing of Open Text product issues within various environments for validation and solution purposes.
5. Authoring technical documents for inclusion in the Knowledge Center Knowledge Base.
6. Collaborating with other departments and teams in troubleshooting issues.
7. Reporting software bugs and customer suggestions.

What it takes:

- 5+ years previous experience working within a technical support environment
- University/College degree within a related discipline or equivalent work experience
- Customer support experience in a technical support environment
- Availability for On-call support
- Strong skills in dialog programming, building custom screens and transactions
- Excellent phone and written communication skills required
- Excellent problem-solving and organizational skills required

Additional Notes:
- Candidate must be willing to night shift, shift rotation, Philippine holidays, and on-call (when necessary).

Global Job Posting Footers:

• 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'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.