Production Support Specialist

4 weeks ago

Makati, Philippines OpenText Full time

Overview

Production Support Specialist - CloudFax — OpenText

Location: Makati, National Capital Region, Philippines

Responsibilities
  • Responsible for providing technical support to OpenText customers via phone and/or electronic format for various OpenText products and services.
  • Diagnose and solve customer-reported problems ranging from simple to complex issues on functionality, usage and troubleshooting of OpenText Fax2Mail/Message products within established guidelines.
  • Effectively communicate technical solutions to customers who may or may not be telecommunication savvy and professionally handle high volumes of customer inquiries.
  • Deliver technical solutions within set goals for Response Times, Resolution Times, Customer Satisfaction and First Contact Resolution.
  • Display end-to-end case ownership from report to resolution.
  • Collaborate with internal OpenText teams when necessary to satisfy customer needs.
  • Adhere to internal business processes set by the leadership team.
  • Coordinate service requests, for issues outside scope, with other teams until closure.
  • Perform related work and special projects as required.
  • Mentor and train associate-level Technical Support Specialists.
  • Identify product defects or enhancements and work with the Advanced Resolution group for resolution.
  • Maintain understanding of all OpenText Fax2Mail & MessageReach products and services; continually strive to improve.
  • Handle customer escalations in the absence of the supervisor/manager or as required.
What You Need To Succeed
  • College/university graduates with a technical degree (e.g., Computer Science) preferred; for graduates of non-IT related courses, a strong technical aptitude is required.
  • Minimum of 2 years related experience.
  • Demonstrated problem-solving, analytical and organizational skills.
  • Detailed understanding of IT Internet Protocols and communication concepts.
  • Ability to work night shift or shift rotations when necessary.
  • Ability to exhibit OpenText core values and beliefs.
  • Good customer orientation and the ability to work under pressure.
  • Strong deductive reasoning and initiative to solve problems and determine appropriate solutions.
  • Ability to manage workload in a fast-paced environment and be proactive with customer issues with minimal supervision.

OpenText’s efforts to build an inclusive work environment go beyond simply complying with applicable laws. Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.

If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText’s vibrant workplace.

Seniority level
  • Entry level
Employment type
  • Full-time
Job function
  • Management and Manufacturing
  • Industries: Software Development
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