Cloud Support Specialist - Night-Shift Troubleshooter

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

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.