Associate Product Support Specialist

OpenText Philippines; Philippines; On-site; PHP 40,000 - 80,000; Full time

Job summary

OpenText Philippines is seeking a technical support specialist to handle escalations and provide production-level technical support. The role involves analyzing issues, developing resolutions, and troubleshooting applications in a Unix/Linux environment.

Candidates should demonstrate strong English communication, customer focus, and the ability to work under pressure. EDI knowledge is preferred, with on-site work in Makati and potential on-call responsibilities.

Qualifications

• Must demonstrate effective English communication skills.
• Professional working-level English proficiency is required for effective customer communication.
• Good customer orientation and can work under pressure.
• EDI knowledge preferred.

Responsibilities

• Take escalations from Support agents, Professional Services, Operations, and Product Development.
• Provide technical support in a production environment by responding to case service levels and developing resolutions.
• Troubleshoot applications in Unix/Linux environment.
• Provide enhanced file and transaction error handling and reporting based on customer needs.

Skills

English communication

Customer orientation

Pressure handling

Team collaboration

Tools

Unix/Linux

Job description

OPENTEXTOpenText 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 IMPACTOpenText 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