Technical Support Manager

Ref#: 13965

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: 
Reporting to the Senior Director , North American Customer Support, the primary responsibility of this position is to oversee the operations of the Customer Support team. This includes managing the team members, prioritizing and managing escalated and large accounts, interfacing with customers and Open Text software Developers and ensuring compliance with the OpenText Customer Support policy.

You are great at:
  • Direct responsibility to oversee the operations of the Customer Support team. This encompasses time management, issue prioritization, performance reviews, and policy compliance
  • Manage all customer relations for customer problems that are escalated to your attention. This includes developing action plans for escalated customer problems, informing customers of the plans, and keeping customers appraised of the progress
  • Develop standard operating procedures Customer Support team
  • Participate in Human Resource activities such as hiring, performance management, training, etc.
  • To keep the Senior Director of Customer Support advised of all problems and potential problems within the customer base and Customer Support team, and make recommendations towards finding solutions
  • To provide leadership and facilitate open communication between Product Specialists within the group and other departments within Open Text

What it takes: 

  • Management experience with strong leadership and team-building skills are required
  • Experienced interacting with customers in a support capacity or setting is also required
  • A background containing both a practical working experience and a technical knowledge of the Livelink suite of products is preferred. 
  • A technical background and experience with Oracle, MS SQL Server, Sun Solaris and Windows, AS400. Java, C++, web servers and browsers
  • Excellent communication skills, written and verbal
  • Strong interpersonal skills and customer orientation
  • Highly organized with an ability to balance multiple projects and escalations in a fast paced environment
  • The position requires a Bachelor’s degree or College diploma
At OpenText we understand and value diversity in our employees and we are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. We draw on our diversity and collective genius as we continue to shape a better future for our customers and be the Best Place to Work for our employees- nothing is off the table at OpenText. If you require accommodation in completing the application process please email accommodationrequests@opentext.com

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