Technical Application Support Hiring - Entry Level to Manager
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.
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.