Associate Production Support Specialist

19 hours ago

Metro Manila Philippines Buscojobs Full time

Associate Production Support Specialist

Makati, National Capital Region OpenText

Posted today

Overview

OpenText is a global leader in information management. OpenText values innovation, collaboration, and a customer-focused culture. AI powers our work, and we seek talent to help shape the future of information management.

OpenText is committed to an inclusive work environment and equal opportunity employment.

Responsibilities
  • Deliver technical solutions to customers within set goals for Response Times, Resolution Times, Customer Satisfaction, and First Contact Resolution.
  • Provide technical support in a production environment by responding to case service levels, analyzing issues through calls, emails, and chats.
  • Own and/or coordinate service requests outside their scope with other teams until closure.
  • Demonstrate deep product functionality knowledge, including application architecture, error handling, and production support coordination for complex customers and products.
  • Manage communication and issue resolution across customer-facing operations, investigate service interruptions, update knowledge base content, and perform additional assigned duties.
What you need to succeed
  • College/University graduate with a technical degree (e.g., computer science) preferred; strong technical aptitude for non-IT graduates.
  • 1 year of Technical Support experience preferred, with good problem-solving, analytical, and organizational skills.
  • Willingness to work onsite in Makati during specified corporate/RTO days, with shift rotation (including weekends) and on-call if necessary.
  • Hybrid work model (3x onsite/week, 2 days WFH) in Makati.
  • Effective English communication skills and ability to deliver technical solutions to customers, including those who may not be EDI savvy.
  • Good customer orientation and ability to work under pressure.
  • UNIX knowledge is a plus; knowledge of ticketing tools (e.g., Siebel, JIRA) and EDI knowledge are pluses.
About OpenText

OpenText is the Information Company, delivering software solutions and services that redefine the future of digital. We foster a culture that supports extraordinary customer service and diverse perspectives.

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