Technical Support Lead

1 week ago

Manila, National Capital Region, Philippines OpenText (Philippines), Inc. Full time

OPENTEXT

OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.

YOUR IMPACT:

OpenText is more than just a place of employment. It's an exciting and diverse organization with intelligent people, innovative programs, and dynamic opportunities to enhance your career and life. The OpenText culture recognizes "People First" and supports you to further develop and grow your career.

RESPONSIBILITIES:

  • Serves as highest escalation point (SME) within team, train and mentor new team members, identify, develop, and promote new processes.
  • Provide technical leadership and training for new and existing products/clients within technical area.
  • Assess technical competencies of team, gauge training needs.
  • Provide escalation support for technical teams within defined areas.
  • Participate in analytical and trending tasks in efforts to better understand the system and client movement.
  • May manage critical customer accounts as requested.
  • May require user conferences.
  • Participate in documentation and product/service review process for new product/service introductions.
  • Assist with implementation of process improvement initiatives.

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 related experience.
  • Must demonstrate very good problem-solving, analytical, and organizational skills.
  • Must demonstrate effective English communication skills and the capability of delivering technical solutions to customers who may or may not be EDI savvy.
  • EDI knowledge preferred.
  • Must be able to work the night shift, shift rotation, Philippine holidays, and on-call (when necessary).
  • Must be able to exhibit OpenText core values and beliefs.
  • Good customer orientation and can work under pressure.
  • Has a moderately high degree of deductive reasoning ability and initiative to solve problems and determine appropriate solutions.
  • Expected to manage workload in a fast-paced environment and be proactive with customer issues with minimal supervision.
  • Drives to exceed established expectations and set own goals.
  • Fosters creativity in others.
  • Simplifies complexity of data or situations.
  • Adapts to underlying organizational culture.
  • Builds trust through actions.
  • Encourages and empowers others to collaborate.
  • Understands ongoing reasons.
  • Acts as innovator in area of specialty.
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