Production Support Specialist
3 weeks ago
Production Support Specialist – Mandaluyong
Posted 1 day ago
OpenText is a global leader in information management. This role provides technical and production support for OpenText Fax2Mail and MessageReach products, handling customer inquiries and ensuring timely resolutions in a production environment.
Responsibilities- Provide technical support to OpenText customers via phone and/or electronic format for OpenText Fax2Mail/Message products and services.
- Diagnose and solve customer-reported problems related to functionality, usage, and troubleshooting within established guidelines.
- Communicate technical solutions clearly to customers with varying levels of tech-savviness; manage high volumes of inquiries with professional conduct.
- Own end-to-end case ownership from report to resolution; coordinate with internal OpenText teams when necessary.
- Adhere to internal business processes and coordinate service requests with other teams for issues beyond scope.
- Mentor and train associate-level Technical Support Specialists; contribute to knowledge base content.
- Identify product defects or enhancements and collaborate with the Advanced Resolution group for resolution.
- Maintain proficiency across OpenText Fax2Mail & MessageReach products and services; stay informed of product updates.
- May require on-call and weekend rotation; participate in related special projects as assigned.
- College/University degree in a technical field preferred; strong technical aptitude for non-IT graduates.
- Minimum of 2 years related experience; strong problem-solving, analytical, and organizational skills.
- Understanding of IT/IP concepts; ability to work night shifts or rotate shifts as required.
- Strong customer orientation and ability to work under pressure; effective English communication.
- Knowledge of EDI, Unix/Linux, and basic scripting is a plus.
- Experience with ticketing tools (e.g., Siebel, JIRA) is a plus.
EEO statement and accommodations: OpenText is committed to an inclusive work environment. If you need assistance during the application process due to a disability, please contact our HR team for an accommodation.
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