Associate Product Support Specialist

Overview OpenText is a global leader in information management committed to innovation, creativity, and collaboration. As an Associate Product Support Specialist in Makati, Philippines, you will partner with top-tier companies, resolve complex customer issues, and contribute to the future of digital transformation. Responsibilities Achieve high levels of customer satisfaction when responding to requests via phone or email. Troubleshoot technical and non‑technical issues after product training, handling problems that were not resolved at previous support levels. Ensure customers receive the best product solutions for their needs. Provide guidance to fellow support specialists. Participate in the content creation lifecycle for support documentation. Assist customers with live and deferred transactions and advanced technical issues. Learn the technical architecture of OpenText products and apply it to support. Properly elevate cases to appropriate teams based on complexity and documentation. Manage assigned cases with proactive case‑management best practices and close the loop on escalations. Assist in content creation/editing for the Knowledge Base, documenting new issues and solutions. Assist fellow representatives with live assistance and document support sessions to identify trends. Participate in the Customer Support Mentor Program, providing guidance to peers. Use support utilities such as CRM, Knowledge Base, and training materials to resolve customer interactions. Strive to meet CSAT and quality (Critical Error Accuracy) KPIs. Report and reproduce issues to Engineering and Development, including testing patches. Remain current on internal alerts, training, and process changes. Participate in outbound campaigns and additional projects to strengthen support efforts. Qualifications At least 1 year of technical support experience with strong problem‑solving and analytical skills. Flexibility to work onsite in Makati, RTO days, weekends, holidays, and on‑call periods. Hybrid work ability (3 onsite days per week, 2 WFH days). Strong verbal and written communication skills. Associate degree in a technical field or equivalent experience preferred. 1–2 years supporting Windows, Mac OS, desktop applications, networking, security, and web applications. AS, BS, or BA in a computer‑related field preferred; equivalent experience acceptable. Experience in a training or mentoring role preferred. Demonstrated alignment with OpenText core values and beliefs. Passion for learning new technologies and teaching others. Ability to adjust communication style to individual customer needs. Skill in navigating difficult customer conversations. Quick learning ability and process adherence. Commitment to continuous improvement and career progression. Strong teamwork and leadership in cross‑functional environments. Comfort with complex technical environments. Strong analytical and critical thinking skills. Proficiency in Windows, Mac OS, desktop applications, networking, security, and web applications. Equal Employment Opportunity Statement OpenText is committed to building an inclusive work environment that reflects our diverse community. Our Employment Equity and Diversity Policy provides direction to maintain an inclusive workplace for all employees, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or any other basis protected by law. If you require a reasonable accommodation due to a disability during the application process, please contact . #J-18808-Ljbffr