Technical Support Specialist

3 weeks ago

Makati, Philippines OpenText Full time

Overview Technical Support Specialist - Cybersecurity App SupportOpenText Makati, National Capital Region, Philippines What You Do Troubleshoot technical and non-technical issues with the tools and skills after product training Provide guidance to fellow Technical Support Specialists Participate in the content creation lifecycle for support documentation Achieve high levels of customer satisfaction when responding to customer requests and resolving technical issues via phone or email What You Need To Succeed Cybersecurity experience is essential Associate degree in a technical field or equivalent experience is preferred 2-4 years’ experience in a technical support and customer centric environment Ticket Management with the use of different CRM tools Passion for providing quality customer service and technical support Demonstrated strong analytical and critical thinking skills Technical proficiency in: Cloud/SaaS applications, Windows, desktop applications, networking, security, and web applications Strong verbal/written interpersonal communication skills. English (written/oral) General network knowledge – ports, firewalls, IPs Experience working with cloud-based products Experience with AWS, Google, Azure cloud platforms Linux (desired) ITIL 4 Foundation level Certified (desired) Knowledge of ISO20000 (desired) Knowledge on JSON/REST API (desired) Knowledge on OAuth and SAML configuration (desired) Scripting (enough to read logs and interpret the syntax) What The Role Offers Diagnose, troubleshoot, and identify/resolve issues related to service and product offerings across operating systems, applications, networks, hardware, hypervisor, cloud environments Resolve single- and cross-technology/application incidents independently. Document known errors and workarounds. Coordinate with team members and other organizations Proactively and reactively look for solutions to prevent problems in the team/technology area Manage multiple customer cases simultaneously, while maintaining high levels of customer satisfaction Ensure all case-related information is documented and provide timely progress updates to customers and account managers to maintain SLOs Work with Tier 2 and Tier 3 engineers on escalations, bugs, and feature requests Exemplary customer service skills and collaboration in a global/multi-functional team Role may require working in 24/7 shifts on a rotational basis Other OpenText’s Employment Equity and Diversity Policy ensures an inclusive work environment. If you need assistance or a reasonable accommodation during the application process, please contact #J-18808-Ljbffr

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