Associate Production Support Specialist

OPENTEXT - THE INFORMATION COMPANY

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.

AI-First. Future-Driven. Human-Centered.

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.

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.

WHAT THE ROLE OFFERS

• The Associate Production Support Specialist must be able to deliver the technical solutions to the customer within the set goals for Response Times, Resolution Times, Customer Satisfaction, and First Contact Resolution, etc.
• Provides technical support in a production environment by responding to case service levels, analyzing issues through calls, emails and chats
• Effectively own and/or coordinate service requests, for issues outside their scope, with other teams until closure
• Demonstrates deep expertise in product functionality, technical environments, and customer-specific business processes, including application architecture, error handling, and production support coordination for complex customers and products.
• Manages communication and issue resolution across customer-facing operations, including investigating service interruptions, facilitating map changes, contributing to knowledge base content, and performing additional assigned duties.

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.
• Associate Degree in a technical field or equivalent experience is preferred
• At least 1 year of Technical Support experience/background with very good problem-solving, analytical, and organizational skills is preferred, but not required
• Must be flexible to work onsite in Makati during the specified corporate/RTO days, do shift rotation (including weekends), Philippine holidays, and on-call (when necessary)
• Must be amenable to do hybrid work (3x onsite/week, 2 days WFH) in Makati
• Must demonstrate effective English communication skills and the capability of delivering technical solutions to customers who may or maybe not be EDI savvy
• Good customer orientation and can work under pressure
• UNIX knowledge (UNIX Operating System) is a plus
• Knowledge of using ticketing tools (e.g. Siebel, JIRA) is a plus
• EDI (Electronic Data Interchange) knowledge is a plus

ONE LAST THING:

OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned. We take pride in the high expectations placed on us by our customers and strive to exceed those expectations with a culture that fosters extraordinary customer service. We are the voice of our customers, and we focus on making them wildly successful.

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 Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.