Senior Technical Support Specialist - Spanish Support

Ref#: 19188

Function: Technical Support

Location: Philippines, Makati City

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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:

Serves as a the initial customer contact for questions on usage, functionality and problems encountered with Opentext products

You are great at:

• Responsible for providing technical support to Opentext customers via phone and/or electronic format for various Opentext products, including but not limited to, Messaging, Messaging Applications and Software
• Ability to diagnose and solve customer reported problems ranging from simple to moderately complex issues on functionality, usage and troubleshooting of Opentext products within the established guidelines.
• The Product Support Specialist must be able to effectively communicate a technical solution to a customer who may or may not be EDI savvy and professionally handle high volumes of customer inquiries.
• The Product 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
• Display end to end case ownership, from the time the problem is reported until the resolution is delivered to the customer.
• When necessary, the product support specialist needs to work with internal Opentext teams to satisfy the customer’s needs
• Adhere to the internal business processes set by the leadership team.
• Effectively own and/or coordinate service requests with teams outside level 1 team for complex problems which can no longer be handled in level 1.
• Performs related work as required and works on special projects, as requested
• Mentor and train associate level Product Support Specialists.
• Be the point of contact of the Manila team in the absence of the team’s supervisor and/or manager
• Identify product defects or enhancements and work with the Product Management group for resolution.

What it takes:

• College/University graduate of a technical degree (eg. computer science) preferred; for graduates of non IT related courses, a strong technical aptitude is required.
• At least 3 years of related experience
• Must demonstrate very good problem solving and analytical skills.
• Must demonstrate effective English communication skills and the capability of delivering technical solutions to customers who may or maybe not be EDI savvy
• EDI knowledge preferred
• Must be able to work the night shift, shift rotation, Philippine holidays and on call (when necessary)
• Experience in supporting technical products or services, network application or software preferred (Associate level)
• Experience in supporting technical products or services, network application or software required (Intermediate to Senior level)
• Fluency in Spanish (oral and written).

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.

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