Production Support Specialist

3 weeks ago

Metro Manila Philippines Buscojobs Full time

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.
What You Need To Succeed
  • 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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