Software Product Support Hiring - Repository for Entry Level to Senior Specialists

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.  

Note: Technical Support Hiring - Entry Level to Senior Specialists- 22980 serves as a centralize repository of CS REFERRALS. We highly suggest you upload your referrals here and the Talent Acquisition team will profile your referrals to the appropriate req their qualifications fit in to.

The Opportunity:

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

You Are Great At:

• Responsible for providing technical support to OpenText customers via phone and/or electronic format for various OpenText products and services
• 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
• Must be able to effectively communicate the technical solutions to a customer who may or may not be EDI savvy and professionally handle high volumes of customer inquiries
• Ability 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, 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
• Can mentor and train more junior members
• Can have management/leadership responsibilities
• Identify product defects or enhancements and work with the Product Management group for resolution
• Manage or contribute to projects as needed
• Must have a good 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.
• Can be responsible for handling customer escalations

What it takes: 

• Global customer facing experience is requred either on phone or email support
• Working experience in any of the following is an advantage:
  • Operating Systems (Unix/Linux and Windows)
  • Database (SQL,Oracle)
  • Active Directory
  • Electronic Data Interchange (EDI) knowledge
• Must demonstrate effective English communication skills and the capability of delivering technical solutions to customers who may or maybe not be tech savvy
• Willingness to work night shift, shift rotation, Philippines holidays, and on-call (when necessary)

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.