Technical 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. Were hiring talent that AI cant 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

• Serve as the first point of contact for all technical inquiries related to OpenText EDI On-prem products and their integration into customer environments.
• Provide exceptional support via phone and email, demonstrating strong communication skills, customer focus, and empathy.
• Adhere to established service delivery guidelines and key performance indicators (KPIs), including customer satisfaction, call metrics, and schedule adherence.
• Develop a deep understanding of customer environments and product usage to resolve complex technical issues, including those that may extend beyond OpenText products.
• Act as a primary contact for incident management and customer follow-up, ensuring timely updates and resolution within support tickets. Collaborate across teams and product lines to resolve technical issues, working closely with Development to document software defects and customer enhancement requests.
• Contribute to the knowledge base by authoring and maintaining technical articles to support internal teams and customers.
• Work independently under general guidance, seeking approval for decisions outside the scope of the role as needed.
• Be prepared to work in a 24/7 support environment, as required by business needs.
  
  

What You Need To Succeed

• Must be flexible to work onsite for 5 days, do shift rotation (including weekend), Philippine holidays, and on-call (when necessary)
• 1–2 years of experience in a technical support or customer support environment
• Previous experience in dynamic, fast-paced settings with evolving priorities
• University or college degree in technology-related discipline, or equivalent work experience
• Solid foundation in Windows operating systemsss
• Familiarity with various networking concepts (preferred)
• Knowledge of EDI (Electronic Data Interchange) is a strong asset
• Strong desire to deliver exceptional customer support with a focus on first-call resolution
• Excellent multitasking and prioritization skills in a high-volume environment
• Clear and effective verbal and written communication skills
• Positive attitude, patience, and a customer-centric mindset
• Strong attention to detail and the ability to quickly grasp new concepts
• Demonstrated commitment to continuous learning and professional growth
• Ability to build relationships across both technical and non-technical teams
  
  

One Last Thing

OpenText is more than just a corporation, its 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.

OpenTexts 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 at hr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenTexts vibrant workplace.

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