Associate Product Support Specialist

OpenText; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

OpenText is seeking a technical support specialist to join our team in Makati. You will handle escalations from multiple groups and provide resolutions in a live production environment, ensuring service levels are met.

You will troubleshoot applications on Unix/Linux, prioritize EDI-related issues, and generate reports on errors to drive improvements. On-call duties and rotating APAC/EMEA/US hours may apply.

Qualifications

• Strong English communication and ability to convey technical solutions to customers.
• Experience providing technical support in production environments.
• Knowledge of EDI is preferred.

Responsibilities

• Take escalations from Support, Professional Services, Operations, and Product Development.
• Provide technical support in production, respond to service levels, and develop resolutions.
• Troubleshoot applications in Unix/Linux environments.
• Support enhanced file/transaction error handling and reporting per business needs.
• Possibility of on-call duties and weekend rotation.
• May require APAC/EMEA/US shift rotations.
• Amenable to full onsite work in Makati.

Skills

English communication

Customer orientation

EDI knowledge

Tools

Unix/Linux

Job description

Job Description:

OPENTEXT

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

YOUR IMPACT

OpenText is more than just a place of employment. Its an exciting and diverse organization with intelligent people, innovative programs, and dynamic opportunities to enhance your career and life. The OpenText culture recognizes "People First" and supports you to further develop and grow your career.

WHAT THE ROLE OFFERS

• Able to take escalations from Support agents, Professional Services teams, Operations, and Product Development
• Provides technical support in a production environment by responding to case service levels, analyzing issues, developing resolutions to problems of limited scope, and complexity
• Troubleshooting applications in Unix/Linux environment.
• Provides enhanced file and transaction error handling and reporting based on Customers identified business needs. This includes prioritization of EDI Critical document types for document error notification within the required service level agreement
• May require on-call duties and weekend rotation
• May require shifting/rotating schedule (APAC, EMEA and US hours)
• Amenable to work full onsite in Makati

WHAT YOU NEED TO SUCCEED

• Must demonstrate effective English communication skills and the capability of delivering technical solutions to customers who may or maybe not be EDI savvy
• Professional working-level English proficiency is required for effective customer communication
• Good customer orientation and can work under pressure
• EDI (Electronic Data Interchange) knowledge preferred