Production Support Specialist

OPENTEXT 
OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

YOUR IMPACT 

OpenText is more than just a place of employment. It’s an exciting and diverse organization with intelligent people, innovative programs, and dynamic opportunities to enhance your career and life. The OpenText culture recognizes “People First” and supports you to further develop and grow your career. 
 

WHAT THE ROLE OFFERS 

• Provides technical support in a production environment by responding to case service levels, analyzing issues through calls, emails and chats
• Effectively own and/or coordinate service requests, for issues outside their scope, with other teams until closure
• The Production 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.
• Expertise within the product offering and the environments they operate. They must possess and display an understanding of application functionality, relational database architecture, operating systems, and communication protocols.
• Provides enhanced file and transaction error handling and reporting based on Customer's identified business needs. This includes prioritization of EDI Critical document types for document error notification.
• Coordinate and/or communicate responses to any questions about the customer's production support business processes and work directly with the customer's personnel through established escalation
• Provide coordination and facilitation of production map break/fix changes that come into the support team.
• Coordinate and communicate with customers about any process issues that may cause an interruption in service delivery
• Perform investigation through web-based applications
• Perform other/additional duties and projects that may be periodically assigned.
• Mentor and train lower-level Product Support Specialists.
• Submit and write new content to knowledge base, approve complex knowledge articles
• Assigned to more complex customers/products

WHAT YOU NEED TO SUCCEED 

• College/University graduate of a technical degree (e.g. computer science) preferred; for graduates of non-IT related courses, a strong technical aptitude is required.
• With a minimum of 2 years of Technical Support experience/background with 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
• Must be able to exhibit OPENTEXT core values and beliefs
• Good customer orientation and can work under pressure
• UNIX knowledge (UNIX Operating System) is a plus
• Knowledge of using ticketing tools (e.g. Siebel, JIRA) is a plus
• Familiarization with OBM (Operations Bridge Manager) Tool is a plus
• EDI (Electronic Data Interchange) knowledge is a plus
• Must be flexible to work onsite during the specified corporate/RTO days, do shift rotation (including weekends), Philippine holidays, and on-call (when necessary)
• Expected to manage workload in a fast-paced environment and be proactive with customer issues with minimal supervision with an initiative to learn problems outside his/her expertise and comfort zone
• Sees patterns and trends in situations

ONE LAST THING:   

OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned.  We take pride in the high expectations placed on us by our customers and strive to exceed those expectations with a culture that fosters extraordinary customer service. We are the voice of our customers, and we focus on making them wildly successful.

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 hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.