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

OPENTEXT - THE INFORMATION COMPANY

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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