Manager, Customer Support
OpenText Corp
Makati City, Philippines
2d 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 :

The Customer Support Manager role manages Customer Support Representatives who are the first point of contact for all OpenText customers.

The Customer Support Representative team has the responsibility of setting the stage for all other areas of customer and technical support, it is the foundation of our support teams providing world class customer service via, phone, email, customer portal and online chat.

As a member of the Customer Support department, you will be responsible to manage call intake, processing emails, assisting with account requests, ticket creation and follow up.

You are great at :

  • Conduction Bi-Annual Performance reviews
  • Open, assign and track tickets within reports
  • Communication of updates and new processes
  • Perform regular meeting with reports
  • Manage day to day planning and operation of front line support
  • Call monitoring, coaching and providing feedback of reports
  • Efficiently answering and following up on all customer escalations that come in via phone, email, customer portal and Online Chat.
  • Provide and track monthly statistical reports
  • What it takes :

  • Must have at least 8 years previous experience in a customer facing role
  • Must have at least 5 year previous experience in people managing role
  • Computer literate with standard business applications including Microsoft Office products
  • Comfort with web browsers, instant messaging and social media
  • Demonstrate multi-tasking and problem-solving abilities
  • At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.

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