Production Support Specialist

4 weeks ago

Makati, Philippines OpenText Full time

Overview

OpenText is a global leader in information management. The Production Support Specialist role is based in Makati, National Capital Region, Philippines.

Responsibilities
  • Provides technical support in a production environment by responding to case service levels, analyzing issues, and developing resolutions to problems of limited scope and complexity.
  • Gains expertise within the product offering and the environments they operate in. Possesses and demonstrates an understanding of application functionality, relational database architecture, operating systems, and communication protocols.
  • Provides enhanced file and transaction error handling and reporting based on customer-identified business needs, including prioritization of EDI critical document types for document error notification within the required service level agreement.
  • Coordinates and/or communicates responses to questions about the customer’s production support business processes and works directly with the customer’s personnel through established escalation paths.
  • Provides coordination and facilitation of production map break/fix changes for the support team.
  • Coordinates and communicates with customers about process issues that may cause an interruption in service delivery.
  • Performs other/additional duties and projects as assigned; may require on-call and weekend rotation.
  • Mentors and trains lower-level Production Support Specialists.
  • Submits and writes new content to the knowledge base and approves complex knowledge articles.
  • Assigned to more complex customers/products.
Qualifications
  • College/university degree in a technical field (e.g., computer science) preferred; for non-IT graduates, a strong technical aptitude is required.
  • Minimum of 2 years of technical support experience with strong problem-solving, analytical, and organizational skills.
  • Effective English communication skills and the ability to deliver technical solutions to customers who may or may not be EDI savvy.
  • Demonstrates OPENTEXT core values and beliefs; good customer orientation and ability to work under pressure.
  • EDI knowledge is preferred; UNIX experience is a plus.
  • Flexible to work onsite during corporate/RTO days, willing to perform shift rotations (including weekends and Philippine holidays) and on-call when necessary.
  • Able to manage workload in a fast-paced environment with minimal supervision and a proactive approach to learning problems outside of comfort zone.
  • Recognizes patterns and trends in situations.
Additional

OpenText is committed to an inclusive work environment. If you need assistance or a reasonable accommodation during the application or recruitment process, please contact Our Employment Equity and Diversity Policy supports an inclusive workplace for everyone in line with applicable laws.

Note: This posting does not include any content about specific locations beyond Makati, Philippines, and references to other roles are for context only.

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