OPENTEXT 
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.

 

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 GXS customers via phone and/or electronic format for various GXS products and services.Ability to diagnose and solve customer reported problems ranging from simple to complex issues on functionality, usage and troubleshooting of GXS products within the established guidelines.The Production 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 Production 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 GXS 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 GXS 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 be flexible to work onsite during the specified corporate/RTO days, do shift rotation (including weekends), holidays, and on-call (when necessary)Must be amenable to do hybrid work (3x onsite per week, 2 days WFH)Must 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 GXS 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 solutions Expected to manage workload in a fast paced environment and be proactive with customer issues with minimal supervision

 

ONE LAST THING:

OpenText is more than just a corporation, it's 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.

 

OpenText's 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 OpenText's vibrant workplace.