Associate Cloud Support Specialist

Ref#: 28067

Function: Technical Support

Location: South Korea, Seoul

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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:

We are looking for responsible, technology savvy and trustworthy individuals to join OPENTEXT Business Network product Technical Support team. Problem analysis, customer support skills, and previous work experience in EDI Supply chain, B2B.

As Associate Cloud Support Specialist, you will be accountable for following OpenText defined ITIL process and procedures to prevent and resolve customer incidents and problems. You will be responsible for handling hotline support calls, trouble-shooting and resolving technical issues over the phone or email for Korean customers. (Production support only, not implementation or development)

As Associate Cloud Support Specialist, you will provide quality support to customers through timely and effective communication. This includes communicating with customers and internal employees to gather information and provide status updates about incidents and problems.

You will continuously expand your knowledge of the Company’s products. In doing so you will add significant demonstrable value to yourself, customers and the Company.

You are great at:

Successfully interacting with customers providing technical support and incident resolution with accuracy via proactive communication for the company’s EDI applications.

Supported product include, but not limited to : EDI/B2B Software, Messaging/Managed Services.

Diagnosing and solving reported customer problems through troubleshooting of GXS products within the established guidelines.

Produce and maintain regular, timely status updates.

Reproduce and perform in-depth analysis of customer issues to help determine causes, workarounds, and solutions

Handle support calls and emails from OPENTEXT customers, partners, and internal resources.

Escalate customer issues to OPENTEXT escalation and engineering teams as necessary and ensure fixes and patches are delivered to customers in a timely manner

Assisting with the company’s ongoing customer service initiatives. Interacting with internal groups to facilitate service support & problem resolution.

Owning and/or coordinating service requests effectively with teams outside the support organization (eg. Professional Services, Operations, Engineering and Development etc).

Develop and support the relationship between the Company and supported customers.

Addressing customer issues with appropriate communication via email, phone or face to face in a timely manner.

Upkeep and continuously improving SLA (Service Level Agreement) to customers.

What it takes:

The Associate Cloud Support Specialist should preferably be familiar with EDI Supply chain, B2B or Enterprise Information Management software.

The Associate Cloud Support Specialist should have 0 ~ 4 years working experience in a similar role in Service Helpdesk/Technical support, preferably with an MNC.

The Associate Cloud Support Specialist should hold a degree in a related discipline (major in computer science) or be able to demonstrate comparable working experience.

The Associate Cloud Support Specialist need to be familiar with Linux/Unix OS, MS Windows/ MS office and have good knowledge of Java, Networking and Database.

Ability to install, configure and maintain one or more relational databases (Oracle, SQL*Server..)

Understanding of Java or experience in administering Java Applications

Understanding of TCP/IP networks and applications / Firewalls, Proxy Servers, Load Balancers and Portals.

knowledge of scripting languages - JavaScript, UNIX/Linux shell scripts, DOS scripts

Knowledge or experience in programming language, development technology is an advantage)

The Associate Cloud Support Specialist must be able to demonstrate problem solving and analytical skills.

The Associate Cloud Support Specialist must have well-developed customer facing skill.

The Associate Cloud Support Specialist must have strong verbal & written communication skill in Korean, and should be able to communicate in English.

The Associate Cloud Support Specialist must have strong team work skills.

The Associate Cloud Support Specialist must be self-motivated and eager to ongoing development.

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

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