Technical Support Specialist

4 weeks ago

Makati, Philippines OpenText Full time

OpenText, Makati, National Capital Region, Philippines

What You Will Do
  • Provides technical support in a production environment by responding to case service levels, analyzing issues, developing resolutions to problems of limited scope and complexity.
  • Deliver technical solutions to customers within set goals for Response Times, Resolution Times, Customer Satisfaction and First Contact Resolution.
  • Demonstrate expertise within the product offering and related environments; understand application functionality, relational database architecture, operating systems, and communication protocols.
  • Provide enhanced file and transaction error handling and reporting based on customer business needs, including prioritization of EDI critical document types for error notification within the required service levels.
  • Coordinate and/or communicate responses to questions about production support business processes; work directly with customer personnel through established escalation paths.
  • Facilitate production map break/fix changes for the support team.
  • Coordinate and communicate with customers about process issues that may cause interruptions in service delivery.
  • Perform other duties and projects as assigned; may require on-call and weekend rotation.
  • Mentor and train lower-level Product Support Specialists.
  • Submit and write new content to the knowledge base; approve complex knowledge articles.
  • Assigned to more complex customers/products.
What You Need To Succeed
  • College/University degree in a technical field (e.g., computer science) preferred; for non-IT graduates, strong technical aptitude is required.
  • Minimum 2 years of technical support experience with strong problem-solving, analytical, and organizational skills.
  • Effective English communication skills and ability to deliver technical solutions to customers who may or may not be EDI savvy.
  • Must demonstrate OpenText core values and beliefs; good customer orientation and ability to work under pressure.
  • EDI knowledge preferred; Unix experience is required.
  • Flexible to work onsite on corporate/RTO days, willing to do shift rotation (including weekends and Philippine holidays) and on-call when necessary.
  • Ability to manage a fast-paced workload with minimal supervision and initiative to learn beyond current expertise; identify patterns and trends in situations.
Other

OpenText is committed to an inclusive work environment. Our Employment Equity and Diversity Policy provides direction on maintaining an inclusive workplace for all regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other protected status. If you need assistance or a reasonable accommodation during the application process, please contact

Finding the right people is our priority and referrals may improve your chances of interview.

Seniority level
  • Entry level
Employment type
  • Full-time
Job function
  • Information Technology
  • Industries: Software Development
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