Application Support Analyst

YOUR IMPACTOpenText is more than just a place of employment. It’s an exciting and diverse organization with intelligent people, innovative programs, and dynamic opportunities to enhance your career and life. The OpenText culture recognizes “People First” and supports you to further develop and grow your career.Join a leading IT company as an Application Support Analyst (external job title) / Production or Product Support Specialist (internal job title).WHAT THE ROLE OFFERSBe part of a dedicated account, working directly with the company behind the product.The Application Support Analyst must be able to deliver the technical solutions to the customer within the set goals for Response Times, Resolution Times, Customer Satisfaction, and First Contact Resolution, etc.Provides technical support in a production environment by responding to case service levels, analyzing issues through calls, emails and chatsEffectively own and/or coordinate service requests, for issues outside their scope, with other teams until closureDemonstrates deep expertise in product functionality, technical environments, and customer-specific business processes, including application architecture, error handling, and production support coordination for complex customers and products.Manages communication and issue resolution across customer-facing operations, including investigating service interruptions, facilitating map changes, contributing to knowledge base content, and performing additional assigned duties.Training junior Production Support SpecialistsWHAT YOU NEED TO SUCCEEDCollege/University graduate of a technical degree (e.g. computer science) preferred; for graduates of non-IT related courses, a strong technical aptitude is required.Preferred, but not required, at least 1 year of Technical Support experience/background with very good problem-solving, analytical, and organizational skillsMust be flexible to work onsite in Makati during the specified corporate/RTO days, do shift rotation (including weekends), Philippine holidays, and on-call (when necessary)Must be amenable to do hybrid work (3x onsite/week, 2 days WFH) in MakatiMust demonstrate effective English communication skills and the capability of delivering technical solutions to customers who may or maybe not be EDI savvyGood customer orientation and can work under pressureUNIX knowledge (UNIX Operating System) is a plusKnowledge of using ticketing tools (e.g. Siebel, JIRA) is a plusEDI (Electronic Data Interchange) knowledge is a plusONE LAST THING:OpenText is more than just a corporation, it's a global community where trust is foundational, the bar is raised, and outcomes are owned. We take pride in the high expectations placed on us by our customers and strive to exceed those expectations with a culture that fosters extraordinary customer service. We are the voice of our customers, and we focus on making them wildly successful.