Function: Cloud Services
Location: Philippines, Makati CityApply Now Connect with LinkedIn Connect with Xing
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The OpenText Daegis Customer Support team is currently searching for a technically dynamic and resourceful individual who has the ability to provide exceptional technical customer support in a challenging and rewarding environment. The incumbent will be joining a team that provides world class technical customer support to a variety of enterprise customers while working across business units to ensure that customer satisfaction is met in every form. Their focus will be supporting the AXS-One Archive suite of products within complex customer environments.
The successful candidate will be working in a highly functioning team consisting of Support Engineers and Senior Support Engineers that work effectively together to reach a common goal.
You are great at:
•Representing OpenText acting as first point of contact for all technical inquiries regarding AXS-One Archive products and their integration into external environments.
•Utilizing exceptional written and verbal communication skills while supporting customers via telephone or email, while demonstrating a high level of customer focus and empathy
•Meet established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys, phone based activities, and schedule adherence.
•Show an understanding of the customer environment and product enabling resolution of complex technical issues and providing alternative support options, which may not be related to OpenText products directly.
•Act as a key point of contact for customer follow up and incident management, while maintaining the support ticket with updates and resolution.
•Collaborating on cross-team and cross-product technical issues with a variety of resources including development to document software defects and customer suggestions.
•Contributing to the knowledge base by authoring and editing articles to share current information with team members.
•Work under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.
•Potential requirement to work in a 24/7 environment
What it takes:
•2 - 5 years previous experience working within a technical support/customer support environment
•University/College degree within a related discipline or equivalent work experience
•Solid foundation working with:
◦Windows and Unix OS
◦Enterprise information archiving solution including, but not limited to, email archiving for IBM Notes, IBM Domino, Microsoft Exchange and Microsoft Office 365
◦Legal Case Management
◦Social Media and File System archiving
• Working knowledge of AXS-One Archive modules preferred
•Proven experience working in a fluid environment that is ever growing and changing
•Ability to express ideas clearly and confidently in speech and in writing
•Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution
•Strong ability to multi-task and prioritize work effectively
•Positive attitude, patience, understanding, dedication and commitment
•Strong attention to detail and the ability to grasp concepts quickly and have a thirst for knowledge.