Production Support Specialist - Customer Service

OpenText Philippines; Makati; On-site; PHP 400,000 - 600,000; Full time

Job summary

OpenText Philippines is seeking a Product Support Specialist to help clients maximize the value of OpenText solutions by providing technical support and resolving application-related issues. You will collaborate with clients and internal teams to investigate problems, deliver solutions, and ensure a positive support experience.

This role emphasizes troubleshooting, proactive issue resolution, and contributing to knowledge base articles and support documentation in a fast-paced global environment.

Qualifications

• Experience in customer service or technical support environments.
• Strong communication and interpersonal skills.
• Ability to troubleshoot and resolve issues efficiently.
• Familiarity with web-based applications and databases.

Responsibilities

• Provide technical support and resolve application-related issues.
• Investigate problems and deliver solutions for clients.
• Escalate issues and support service restoration as needed.
• Create and maintain knowledge base articles and documentation.

Skills

Technical support

Troubleshooting

Customer service

Communication skills

Team collaboration

Tools

Knowledge base management

Help desk software

Job description

OPENTEXT - THE INFORMATION COMPANYAs the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management.

The Opportunity:

As a Product Support Specialist, you will help clients maximize the value of OpenText solutions by providing technical support and resolving application-related issues. You will work closely with clients and internal teams to investigate problems, deliver solutions, and ensure a positive support experience. This role is ideal for someone who enjoys troubleshooting, problem-solving, and working with technology in a fast-paced global environment. You are

Great At:

Providing timely technical support and guidance to clients through various communication channels. Troubleshooting application, file, and transaction issues and driving them to resolution.

Managing production support activities, including issue escalation and service restoration. Collaborating with cross-functional teams to resolve complex technical challenges. Creating and maintaining knowledge base articles and support documentation.

What it Takes:

Experience in customer service, technical support, help desk, call center, or client-facing support environments. Strong communication and interpersonal skills with the ability to build positive client relationships and deliver a high-quality support experience. Proven problem-solving and troubleshooting skills, with the ability to effectively manage multiple priorities and resolve issues in a timely manner.

Familiarity with web-based applications, databases, operating systems, and other business technologies. Ability to work in a fast-paced, team-oriented environment while maintaining professionalism and attention to detail.