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Technical Support Specialist

Req id:  37662

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. 

 

 

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:

The OpenText FDDG Technical Support Specialist team is currently searching for a technically dynamic and resourceful individual who has the ability to provide exceptional technical customer support in a challenging and rewarding environment.  The incumbent will be joining a team that provides world class technical customer support to a variety of enterprise customers while working across business units to ensure that customer satisfaction is met in every form.  Their focus will be supporting the FDDG (Fax and Documentation Distribution) suite of products within complex customer environments.

The successful candidate will be working in a highly functioning team consisting of Technical Support Specialist and Senior Technical Support Specialist that work effectively together to reach a common goal.

 

You Are Great At:

  • Representing OpenText acting as first point of contact for all technical inquiries regarding FDDG products and their integration into external environments. 
  • Utilizing exceptional written and verbal communication skills while supporting customers via telephone or email, while demonstrating a high level of customer focus and empathy
  • Meet established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys, phone-based activities, and schedule adherence. 
  • Show an understanding of the customer environment and product enabling resolution of complex technical issues and providing alternative support options which may not be related to OpenText products directly.
  • Act as a key point of contact for customer follow up and incident management, while maintaining the support ticket with updates and resolution.
  • Collaborating on cross-team and cross-product technical issues with a variety of resources including development to document software defects and customer suggestions.
  • Contributing to the knowledge base by authoring and editing articles to share current information with team members.
  • Work under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.
  • Potential requirement to work in a 24/7 environment

 

What it takes:

  • 1 – 2 years of previous experience working within a technical support/customer support environment
  • University/College degree within a related discipline or equivalent work experience
  • Solid foundation working with Windows OS
  • Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution
  • Proven experience working in a fluid environment that is ever-growing and changing
  • Strong ability to multi-task and prioritize work effectively
  • Positive attitude, patience, understanding, dedication, and commitment
  • Strong attention to detail and the ability to grasp concepts quickly and have a thirst for knowledge.
  • Working knowledge of Active Directory and MS Exchange or Lotus Notes preferred.
  • Knowledge of RightFax preferred
  • Previous experience working with telephony and networking preferred

 

Additional Notes:

- Candidate must be willing to night shift, shift rotation, Philippine holidays, and on-call (when necessary).

 

 

 

 

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.


OPENTEXT - THE INFORMATION COMPANY 
We believe that our values are the compass that steers us in the right direction and helps us stay true to our mission. These values will not only guide our everyday decisions but also influence our strategic direction and the way we work. They reflect who we are as individuals and as a collective force, uniting us in our shared purpose. 

CREATE THE FUTURE 
We create economic growth that is inclusive and sustainable. 

BE DESERVING OF TRUST 
The world’s most trusted companies trust OpenText, and we demonstrate this in our actions as individuals, as a company, and as technology. 

WE, NOT I 
We build global communities of purpose and challenge by supporting each other to exceed expectations and solve complex problems. 

RAISE THE BAR 
We set high standards and exceptions, to learn, to be better. 

OWN THE OUTCOME 
We tap into our creativity to deliver incredible experiences for customers, to ourselves, and for our planet. 

We believe a workplace should be human above all else. We ask excellence of our employees and reward it by creating an environment that is welcoming, challenging and that encourages real growth and development, not empty platitudes, or trinkets.” - Mark Barrenechea, CEO & CTO

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