Cloud Support Specialist

OpenText; Philippines; Sur place; PHP 357 000 - 580 000; Plein temps

Résumé du poste

OpenText is seeking a Technical Support Specialist in the Philippines to provide expert assistance to customers for a range of OpenText products. You will diagnose issues, deliver clear technical solutions, and manage inquiries efficiently, including during night shifts and on-call rotations.

The role requires strong problem-solving, analytical thinking, and excellent English communication, with EDI knowledge being a plus.

Qualifications

• Must demonstrate very good problem solving, analytical and organizational skills.
• Effective English communication to deliver technical solutions to customers.
• Ability to work night shift and handle high-volume inquiries.
• EDI knowledge is preferred.

Responsabilités

• Provide technical support to OpenText customers via phone or electronic formats.
• Diagnose and resolve customer issues across OpenText products within guidelines.
• Communicate technical solutions clearly to customers, including those not EDI savvy.
• Meet targets for response times, resolution times, and customer satisfaction.
• Own end-to-end cases from report to resolution and coordinate with internal teams as needed.
• Mentor junior technicians and assist in training associates when required.

Connaissances

Problem solving

Analytical thinking

Organizational skills

English communication

Customer-oriented

Deductive reasoning

Initiative

EDI knowledge

Formation

Technical degree preferred

Description du poste

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

• 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 escalation in 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
• Has moderately high 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