Technical Application Support Hiring - Entry Level to Manager

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.