cloud Application Support specialist with ad expOpenText

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.
OPENTEXT - THE INFORMATION COMPANY
Customer Support Product Specialist
The Technical Support Specialist will act as the primary point of contact of customers reporting application issues, bugs, and/or feature requests for Cloud/SaaS applications. As a support, you will need to work with customers in integrating OpenText SaaS applications with customer's idP etc., create/update user accounts, verify reported problems by reproducing the issue to confirm if it is a bug or if it is a feature already available or can be added to the application and act as liaison between customer and product management team.
The Opportunity:
Research, resolve, and record all levels of products questions from customers, with an emphasis on the more complex technical and application questions, quickly and repeatedly.
Perform Support primarily via the telephone and E-mail.
Provide Support within OpenText Cloud / SAAS applications stated service level goals.
Record and maintain knowledge collected from each incident in accordance with the standard format.
Work with Engineering and Cloud Ops to aid in the resolution of product issues.
Write technical documents (i.e. FAQ's, Application Briefs, etc.) both for the corporate Web site and for publication on hard copy.
Participate in Team Meetings.
Assist in the attainment of Department and Company goals.
Special Projects as assigned by Management.
Managing projects in a supportive and helpful manner while meeting deadlines.
Other duties as required
What it takes:
1+ years in a Customer Support -related position, preferably in a high-tech industry.
Four-year degree (or equivalent work experience) preferably in Computer Science.
Demonstrated strong oral, written, and interpersonal skills.
Ability to solve problems systematically and effectively, while ensuring the highest customer satisfaction and staying within the stated service level goals.
A proven ability to interface with customers (both on the phone and in person) in a support role.
Strong technical skills, including but not limited to:
Experience in support of Cloud/SaaS applications
Ticket Management with the use of ITSM, JIRA and etc.
Knowledgeable in Active Directory Administration, Azure AD and other idPs
Server and Application management
Create knowledge-based articles regarding bug fixes, feature releases that will be available for internal and external audiences
Knowledge on JSON/REST API.
Knowledge on OAuth and SAML configuration
At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.
OPENTEXT - THE INFORMATION COMPANY
Our growing team is mapping the future of Information Management, and we continue to make new discoveries that expand its boundaries. Join us and be part of a winning team, where the opportunities for your career are limitless.
From its innovative start as a research project by University of Waterloo professors in 1991, OpenText has grown into a global company with offices in more than 35 countries. Our high- performance culture has forged our growth and is an excellent fit for people looking to push themselves to learn and do more.
It's our time to lead, and as part of our team, it will be your time too. Our continued growth will provide you the opportunity to explore, learn and chart an exciting career path while enjoying a good work-life balance.
Perks
If you thrive in a dynamic work environment, there is always a new horizon to explore. We are proud to offer excellent benefits, challenging work and competitive financial rewards.
Benefits
Our employee programs prioritize employees' well-being and that of their families. We offer a comprehensive benefit plan, education assistance, a wellness/fitness reimbursement and time off to volunteer.
Social events
With offices around the world and flexible work arrangements, OpenText strives to make sure all our employees feel connected. Teamwork extends to our social lives too from local social events to company-wide activities, we want our employees to take time to relax and have fun.
Corporate Citizenship
Corporate Citizenship is more than a program for us, it is engrained in our purpose, impact, and approach to doing business. Through numerous volunteer initiatives, we support education and innovation for global change.
Explore your career and your potential. Become an OpenText Voyager.
OpenText

Makati City, Metro Manila
Permanent
Full-time