Manager, Technical Support

Ref#: 27544

Function: Technical Support

Location: Philippines, Makati City

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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:

The Manager for Technical Support will be responsible for the operational support and people management.

You are great at:

• Makes day-to-day decisions that impact the team to ensure adequate support/service is delivered to its customers
• Manages customer relationships by driving activities such as monitoring of incident tickets until resolution, providing updates to customers as appropriate
• Manage customer relationships with Customers and attend scheduled customer meetings.
• Manages customer notifications, customer escalations, and incident management, including trend analysis and reporting
• Ensures effective and efficient delivery of technical support which meet or exceed SLAs through defined quality standards and drives continuous service improvement based upon quality metrics and customer feedback
• Provides oversight and/or delivery of administrative functions including hiring, on-boarding, training, performance management, career planning, reporting among others

What it takes:

• Experience in leading teams and proven ability in developing front line managers in a global support environment.
• Strong focus on customer satisfaction, process development and improvement.
• Strong Technical background and IT experience
• Knowledge and hands on experience in all facets of operations delivering call and email support.
• Strong focus on customer satisfaction, process development and improvement.
• Willing to work in a shifiting and rotating schedule including night shifts, weekends and holidays.

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

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