Product Support Specialist

Overview OpenText Makati, National Capital Region, Philippines OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. We partner with highly regarded companies to tackle complex issues and contribute to projects that shape the future of digital transformation. At OpenText, AI is at the heart of everything we do—powering innovation, transforming work, and empowering digital knowledge workers. We’re hiring talent that AI can’t replace to help us shape the future of information management. Join us. What You Need To Succeed College/University graduate of 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 of Technical Support experience with strong problem-solving, analytical, and organizational skills. Effective English communication skills and the ability to deliver technical solutions to customers who may or may not be EDI savvy. Demonstrates OpenText core values and beliefs; good customer orientation and ability to work under pressure. EDI knowledge is preferred. Flexibility to work onsite during corporate/RTO days, on shift rotations (including weekends), Philippine holidays, and on-call when necessary. Ability to manage workload in a fast-paced environment with initiative to learn beyond current expertise; looks for patterns and trends in situations. Responsibilities Provide technical support in a production environment by responding to service levels, analyzing issues, and developing resolutions to problems of limited scope and complexity. Demonstrate expertise within the product offering, including understanding of application functionality, relational database architecture, operating systems, and communication protocols. Provide enhanced file and transaction error handling and reporting based on customer business needs, including prioritization of EDI critical document types within required SLAs. Coordinate and communicate responses to customer questions about production support processes; work with customer personnel through established escalation paths. Facilitate production map break/fix changes for the support team and coordinate with customers about process issues that may interrupt service delivery. Submit and write new content for the knowledge base; approve complex knowledge articles. Mentor and train lower-level Product Support Specialists; may require on-call and weekend rotation. Work with more complex customers/products as assigned. Benefits / What The Role Offers OpenText is a diverse organization that supports career development and growth. Opportunities to join intelligent programs and collaborative projects in a culture that emphasizes people-first values. Additional Information OpenText’s Employment Equity and Diversity Policy provides direction on maintaining an inclusive working environment for everyone, regardless of culture, national origin, race, color, gender, gender identity, sexual orientation, family status, age, veteran status, disability, religion, or other protected bases. If you need assistance or a reasonable accommodation during the application or recruiting process, please contact Our proactive approach fosters collaboration, innovation, and personal growth. Seniority level Entry level Employment type Full-time Job function Other Industries Software Development We’re unlocking community knowledge in a new way, with AI-assisted insights to improve content and support. Referrals increase your chances of interviewing at OpenText. #J-18808-Ljbffr