Senior Product Support Specialist- AR
OpenText Corp
Makati City, Philippines
7d ago


As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital.

Be part of a winning team that leads the way in Enterprise Information Management.

The opportunity :

A Senior Advanced Resolutions Support Specialist will provide technical support for OpenText’s customers, Professional Services teams, Product Development, Operations and Customer Support teams.

You are great at :

  • Able to take escalations from CS agents, Professional Services teams, Operations, and Product Development
  • Resolve tickets within SLA and identify escalation when needed
  • Engagement of other Support, Professional Services, Operations, Product Development, and Incident Management teams to provide timely resolutions
  • Follow defined processes as determined by the leadership team to ensure integrity and quality of work
  • Identify possible improvements to processes and applications to team members and leadership.
  • Proactively identify potential problems and raise issues to appropriate teams
  • Mentor and train Junior Advanced Resolutions Support Specialists
  • What it takes :

  • Basic Understanding of EDI processes; EDI knowledge preferred
  • Good customer orientation and can work under pressure
  • Intensive exposure to global technical support, troubleshooting through phone, remote desktop and email ticketing.
  • Working knowledge with various operating systems such as Windows and Unix / Linux. Candidates with no Unix and Windows exp need not apply.
  • Experience working with SQL.
  • Knowledge in Networking Technologies, general network troubleshooting, basic server support.
  • Additional Notes :

  • Candidate must be willing to work night shifts, shift rotations, Philippine holidays and on call schedule (if necessary).
  • This Senior role is open to IT Professionals with 5+ years experience.
  • At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.

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