ASSOCIATE CLOUD SUPPORT SPECIALIST

Hiring Manager.
Seboon Jang Talent Acquisition Advisor.
Allan Zhang Job Code Level.
TEP1  Refer Your Friends!     OpenText enables the digital world as the global leader in Enterprise Information Management, both on premises or in the cloud.
We embrace all things digital and are committed to being the Best Place to Work for our Employees in over 140 locations around the world.
We obsess over our customers to ensure they are wildly successful in embracing the Digital World.
Our customers entrust us with their most important information, we need to be their most trusted partner.
What we do, we do well.
What we create, we do purposefully to impact the world.
If you believe in this and are passionate about enabling the Digital World then let OpenText turn your career vision into reality.
Position Description We are looking for responsible, technology savvy and trustworthy individuals to join OPENTEXT’s Technical Support team for Business Network product.
Problem analysis, customer support skills, and previous work experience in EDI Supply chain, B2B.
As 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 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.
Key Role Responsibilities Include -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 the above 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.
Requirements and Key Competencies -Degree in a related discipline (computer science) or comparable working experience.
-2 5 years working experience in a similar role in Service Helpdesk/Technical support, preferably with an MNC.
-Knowledge or working experience in EDI Supply chain and B2B software is an advantage.
-Familiar with Linux/Unix OS, MS Windows/ MS office (good knowledge of Java, Networking and Database preferable) -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 -Understanding of Java or experience in administering Java Applications -Ability to install, configure and maintain one or more relational databases (Oracle, SQL*Server..) -Knowledge or experience in programming language/ development technology is an advantage.
-Strong problem solving and analytical skills.
-Well-developed customer facing skill.
-Strong verbal & written communication skill in Korean, and able to communicate in English.
-Strong teamwork skills, self-motivated and eager to ongoing development.
OpenText's efforts to build an inclusive work environment go beyond simply complying with applicable laws.
Our Employment Equity and Diversity Policy provides direction on maintaining a working environment that is inclusive of everyone, regardless of culture, national origin, race, color, gender, gender identification, sexual orientation, family status, age, veteran status, disability, religion, or other basis protected by applicable laws.
If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please contact us at .
Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.