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Technical Support Hiring - Repository for Entry Level to Manager Hiring

Req id:  22980

Makati City, National Capital Region (NCR), PH



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 - Repository for Entry Level to Manager Hiring- 22980 serves as a centralize repository for candidate applications. This is a pooling requisition, once your application is processed, the recruitment team will move your application to the correct job opening. 


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.


Our growing team is mapping the future of Information Management, and we continue to make new discoveries that expand its boundaries. Join us and be part of a winning team, where the opportunities for your career are limitless. 

From its innovative start as a research project by University of Waterloo professors in 1991, OpenText has grown into a global company with offices in more than 35 countries. Our high- performance culture has forged our growth and is an excellent fit for people looking to push themselves to learn and do more.

It’s our time to lead, and as part of our team, it will be your time too. Our continued growth will provide you the opportunity to explore, learn and chart an exciting career path while enjoying a good work-life balance. 

If you thrive in a dynamic work environment, there is always a new horizon to explore. We are proud to offer excellent benefits, challenging work and competitive financial rewards. 

Our employee programs prioritize employees’ well-being and that of their families. We offer a comprehensive benefit plan, education assistance, a wellness/fitness reimbursement and time off to volunteer. 

Social events 
With offices around the world and flexible work arrangements, OpenText strives to make sure all our employees feel connected. Teamwork extends to our social lives too from local social events to company-wide activities, we want our employees to take time to relax and have fun.  

Corporate Citizenship  
Corporate Citizenship is more than a program for us, it is engrained in our purpose, impact, and approach to doing business. Through numerous volunteer initiatives, we support education and innovation for global change.

Explore your career and potential. Become an OpenText Navigator.

Apply now »