Cloud Support Specialist
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 Responsible for providing technical support to OPENTEXT customers via phone and/or electronic format for various OPENTEXT products and services. Ability to diagnose and solve customer reported problems ranging from simple to complex issues on functionality, usage and troubleshooting of OPENTEXT products within the established guidelines.
The Technical Support Specialist must be able to effectively communicate technical solution to a customer who may or may not be EDI savvy and professionally handle high volumes of customer inquiries. The Technical 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.
Display end to end case ownership, from the time the problem is reported until the resolution is delivered to the customer. When necessary, the technical support specialist needs to work with internal OPENTEXT teams to satisfy the customer’s needsAdhere to the internal business processes set by the leadership team. Effectively own and/or coordinate service requests, for issues outside their scope, with other teams until closure.
Performs related work and special projects as required. Mentor and train associate level Technical Support Specialists. Be the point of contact of the team in the absence of the team’s supervisor and/or managerIdentify product defects or enhancements and work with the Product Management group for resolution.
Must have a good of understanding of all OPENTEXT products and service offerings within the environment they operate. Expected to maintain technical proficiency and knowledge of company products and continually strive to improve. Responsible in handling customer escalation in the absence of the team’s supervisor and/or manager or as required WHAT YOU NEED TO SUCCEED College/University graduate of a technical degree (eg. computer science) preferred; for graduates of non-IT related courses, a strong technical aptitude is required.
Minimum of 2 years related experienceMust demonstrate very good problem solving, analytical and organizational skillsMust demonstrate effective English communication skills and the capability of delivering technical solutions to customers who may or maybe not be EDI savvyEDI knowledge preferredMust 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 beliefsGood customer orientation and can work under pressureHas moderately high degree of deductive reasoning ability and initiative to solve problems and determine appropriate solutionsExpected to manage workload in a fast-paced environment and be proactive with customer issues with minimal supervision