Product Support Specialist

Ref#:

Function: Sales Operations

Location: Japan, Tokyo

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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:

We are looking for a Product Support Specialist to join our team in Tokyo. The primary responsibility of this role is to provide first-and second-line support on the use and configuration of a range of OpenText products with primary focus on supporting EIM products. In addition to supporting complex customer environments this role may also involve suggesting techniques and tools for application development, and submitting requests to the development team for product enhancement.


You are great at:

  • Troubleshooting escalated customer issue in a timely manner via telephone, Email and where necessary onsite support.
  • Testing Product issues within the various environments for validation and solution purpose.
  • Providing consulting support to the 1st level support team.
  • Providing detailed written documentation of all customer issues within the company database.
  • You are a strong team player who can work alongside other departments and teams in troubleshooting major issues.
  • Assisting, training and mentoring of 1st level Support technicians.

What it takes:

  • Previous experience with the following IT Skills:RDBMS (Oracle, SQL Server),OS(Windows, Linux),Networking 
  • Previous Customer Service experience like telephone or online support.
  • Excellent analytical thinking and problem solving skills. 
  • Strong Communication Skills with customers, Partners in Japanese
  • Strong Communication Skills with internal support members in English (read/write/verbal communication.)
  • Advanced Knowledge of web servers, HTML, and Java.
  • Experience with installation, customizing, operating, and troubleshooting (Windows, Linux, Java, Database, Web
  • Previous experience in document management, workflow and text search and retrieval package application.

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