Cloud Support Specialist

OpenText; Makati; On-site; PHP 360,000 - 480,000; Full time

Job summary

OpenText is seeking a Technical Support Specialist to provide phone and electronic support for OpenText products. You will diagnose and solve customer issues and communicate solutions clearly to users of varying EDI savviness.

You will own cases end-to-end, collaborate with internal teams, and adhere to leadership processes while mentoring junior staff. Night shifts and on-call duties may be required.

Qualifications

• College/University graduate with a technical degree.
• Minimum of 2 years related experience.
• Strong problem solving, analytical and organizational skills.
• Excellent English communication skills for diverse customers.
• EDI knowledge preferred.
• Able to work night shift, rotate shifts, and be on-call when needed.
• Demonstrate OpenText core values and professional conduct.
• Good customer orientation and ability to work under pressure.
• Manage workload in a fast-paced environment with minimal supervision.

Responsibilities

• Provide technical support to OpenText customers via phone and/or email.
• Diagnose and resolve customer issues across OpenText products.
• Communicate technical solutions clearly to customers, including non-EDI users.
• Meet targets for response times, resolution times, and customer satisfaction.
• Own cases from report to final resolution.
• Coordinate with internal teams to satisfy customer needs.
• Adhere to internal processes set by leadership.
• Mentor and train associate-level Technical Support Specialists.
• Escalate to supervisor when required.
• Identify product defects or enhancements for Product Management.
• Maintain up-to-date knowledge of OpenText products.

Skills

Technical aptitude

Problem solving

Analytical thinking

Organizational skills

English communication

Education

Technical degree (e.g., computer science)

Job description

Job Description:

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.

YOUR IMPACT

WHAT THE ROLE OFFERS

• 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.


• The Technical Support Specialist must be able to effectively communicate technical solution to a customer who may or may not be EDI savvy and professionally handle high volumes of customer inquiries.


• The Technical Support Specialist must be able 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, the technical support specialist 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.


• Mentor and train associate level Technical Support Specialists.


• Be the point of contact of the team in the absence of the team’s supervisor and/or manager


• Identify product defects or enhancements and work with the Product Management group for resolution.


• Must have a good of 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.


• Responsible in handling customer escalationin the absence of the team’s supervisor and/or manager or as required

WHAT YOU NEED TO SUCCEED

• College/University graduate of a technical degree (eg. computer science) preferred; for graduates of non-IT related courses, a strong technical aptitude is required.


• Minimum of 2 years related experience


• Must demonstrate very good problem solving, analytical and organizational skills


• Must demonstrate effective English communication skills and the capability of delivering technical solutions to customers who may or maybe not be EDI savvy


• EDI knowledge preferred


• Must be able to work the night shift, shift rotation, Philippine holidays and on call (when necessary)


• Must be able to exhibit OPENTEXT core values and beliefs


• Good customer orientation and can work under pressure


• Hasmoderatelyhigh degree of deductive reasoning ability and initiative to solve problems and determine appropriate solutions


• Expected to manage workload in a fast-paced environment and be proactive with customer issues with minimal supervision