Night-Shift Cloud Support Engineer

OpenText; Philippines; On-site; PHP 357,000 - 580,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Problem solving

Analytical thinking

Organizational skills

English communication

Customer-oriented

Deductive reasoning

Initiative

EDI knowledge

Education

Technical degree preferred

Job description

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.