Associate Product Support Specialist

OpenText; Philippines; On-site; PHP 420,000 - 660,000; Full time

Job summary

OpenText in Makati, Philippines, seeks an on-site technical support specialist to manage escalations and resolve complex production issues. You will troubleshoot Unix/Linux applications, analyze errors, and implement effective resolutions while maintaining strong customer communication.

Applicants should have professional English proficiency, a customer-focused mindset, and the ability to work under pressure.

Qualifications

• Strong English communication to convey technical solutions to customers
• Good customer orientation and ability to work under pressure
• Experience troubleshooting in Unix/Linux environments
• EDI knowledge is preferred and advantageous

Responsibilities

• Handle escalations from Support, Professional Services, Operations and Product Development
• Provide technical production support, respond to SLAs, analyze issues and resolve problems
• Troubleshoot applications in Unix/Linux environments
• Improve file/transaction error handling and reporting per customer needs
• May be required to on-call and rotate weekends and shifts (APAC/EMEA/US)
• Be willing to work full onsite in Makati

Skills

English communication

Customer orientation

Stress management

EDI knowledge

Technical problem solving

Tools

Unix/Linux

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.

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. It's 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 Customer's 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