Sr. Client Support Representative

OpenText; Philippines; On-site; PHP 279,000 - 502,000; Full time

Job summary

OpenText is a global leader in information management, where innovation, creativity, and collaboration define our culture. The CSR team educates clients, resolves concerns, and helps improve internal processes by providing feedback and insights.

They handle incoming tickets, chats, emails, and calls with a client-first mindset, ensuring satisfaction across a global client base. The role requires a college degree, 2–3 years in client service, and willingness to work rotating shifts including

Qualifications

• Experience in client service roles within a global support environment.
• Excellent verbal and written communication skills.
• College/University graduate with a proactive attitude.

Responsibilities

• Handle tickets concerning client access and permissions to MySupport.
• Efficiently answer and follow up on client inquiries via ticketing system, email, phone, and chat.
• Verify product lines and monitor client service portals to triage tickets accordingly.
• Collaborate with Renewals and Licensing teams to ensure clients have up-to-date product licensing.

Skills

Client service

Verbal communication

Written communication

Global support experience

Education

Bachelor’s degree

Tools

Ticketing system

Job description

OPENTEXTOpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

Your ImpactOpenText 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. CSR is part of a world-class service-oriented team that takes incoming calls, chats, emails, and tickets from clients. The CSR team is looking for quick-thinking, client-focused representatives who can educate, solve current client concerns, and help prevent future concerns by providing feedback and influencing improvements to internal processes. The ideal candidate should have a growth mindset, be a strong client advocate, and ensure client satisfaction is delivered with every client interaction.

What The Role Offers

• Handle tickets concerning client access and permissions to MySupport.
• Efficiently answer and follow up on all client inquiries that come in via the ticketing system, email, phone, and chat systems.
• Verify product lines and monitor client service portals to triage tickets accordingly.
• Collaborate with the Renewals and Licensing team to ensure clients have the most up-to-date product licensing.

What You Need To Succeed

• Must have experience working in a global support environment, BPO, Global IT Company, Call Center, or Shared Services environment.
• College/University graduate.
• Must be willing to work rotating shifts, including weekends and holidays.
• 2 to 3 years of experience in a client service environment.
• Friendly, outgoing, and personable, with strong verbal and written communication skills.