Technical Support Specialist — Cloud & SaaS Expert

OpenText; Philippines; On-site; PHP 391,000 - 580,000; Full time

Job summary

OpenText Philippines is seeking a Technical Support Specialist to resolve customer issues and contribute to business growth. You will receive comprehensive training, escalate when needed, and respond to inquiries by phone or email to ensure high customer satisfaction.

You will diagnose and troubleshoot across OS, applications, networks, cloud services, and security, documenting known errors and collaborating with Tier 2/3 engineers to deliver timely solutions.

Qualifications

• 2-4 years’ experience in a technical support and customer centric environment.
• Passion for providing quality customer service and technical support
• Demonstrated strong analytical and critical thinking skills
• Knowledge of ISO20000/ITIL 4 Foundation (desired)
• Knowledge of JSON/REST API (desired)
• Scripting to read logs (desirable)

Responsibilities

• Troubleshoot technical and non-technical issues after product training.
• Provide guidance to fellow Technical Support Specialists
• Participate in content creation for support documentation
• Achieve high customer satisfaction via phone or email
• Help document known errors and workarounds
• Collaborate with Tier 2/3 engineers on escalations
• Maintain case information and update account managers
• Work in a 24/7 shift environment on rotation

Skills

Technical support

Customer service

Analytical thinking

Communication skills

Cloud/SaaS

Networking

Windows

Web applications

Linux

Problem solving

Education

Associate degree in a technical field

Tools

CRM tools

AWS

Azure

Google Cloud

Job description

OpenText Philippines is seeking a Technical Support Specialist to resolve customer issues and contribute to business growth. You will receive comprehensive training, escalate when needed, and respond to inquiries by phone or email to ensure high customer satisfaction.

You will diagnose and troubleshoot across OS, applications, networks, cloud services, and security, documenting known errors and collaborating with Tier 2/3 engineers to deliver timely solutions.