Manager, Technical Support - Urgent Hire

We are searching for a motivated Manager, Technical Support to join our diverse team at opentext in Makati.
Growing your career as a Full Time Manager, Technical Support is a terrific opportunity to develop productive skills.
If you are strong in leadership, decision-making and have the right mindset for the job, then apply for the position of Manager, Technical Support at opentext today!

JOB DESCRIPTION

GENERAL INFORMATION:

Department	Customer Support
Title	Manager Customer Support
Location	Manila, Philippines	Virtual Office
Job Code	TEM1

JOB DETAILS:

Section 1: Departmental Overview

Departmental Objectives: The department's overriding purpose or objective as it contributes to the greater organization. 

Provide exceptional Customer Experience while balancing the productivity requirements of the business.

Section 2: Role Description

Purpose/Objective: The overriding purpose or objective of the role.

Reporting to a Senior Manager, APAC Customer Support , the primary responsibility of this position is to oversee the operations of the L2 and L3 Customer Support teams. This includes managing the team members, prioritizing, and managing escalated and large accounts, interfacing with customers, and ensuring compliance with the Open Text Customer Support policies. This person must understand technical concepts and be comfortable managing challenging situations while remaining customer-focused.

Position Outcomes and Duties: (high-level tasks, the result of the individual's efforts). The primary duties are generally performed by an employee in this role.

• Direct responsibility overseeing operations of a highly technical Customer Support team. This encompasses escalations, time, issue prioritization, and policy compliance.
• Deliver a customer-centered philosophy.
• Manage all customer relations for customer problems that are escalated to your attention. This includes developing action plans for escalated customer problems, informing customers of the action plans, and keeping customers apprised of the progress.
• Develop standard operating procedures for the Open Text Customer Support team.
• Participate in Human Resource activities such as hiring, performance management, training, etc.
• Creative thinker and able to adapt to change
• To provide leadership and facilitate open communication between technical resources within the group and other departments within Open Text.  
• Working with Development and Product Management to drive customer issues
• As a 24x7x365 organization, shift work, holidays, and on-call responsibilities may be required.

Section 3: Qualifications

Technical Proficiency (optional): Minimum qualifications the candidate must possess to qualify for the role, not including acceptable equivalents.

• Strong technical background and any combination of the following skills or knowledge
  • Understanding of Windows and Linux operating systems
  • Networking protocols and architecture
  • High Availability, Disaster Recovery, and Migration concepts
  • Cyber Resilience
  • Enterprise software solution architectures
  • Familiarity with validated environments and security compliance in the enterprise
  • Enterprise software deployment in the cloud
  • Enterprise Content Management

Functional Proficiency/knowledge: Minimum qualifications the candidate must possess to qualify for the role, not including acceptable equivalents .

• Previous experience leading technical teams
• Strong team-building skills are required
• Previous experience interfacing with customers in a support capacity
• Previous experience managing C-level escalation situations
• Excellent communication skills, written and verbal.
• Strong interpersonal skills and customer orientation.
• Highly organized with an ability to balance multiple projects and escalations in a fast-paced environment

Education: Minimum education or equivalent credentials the incumbent must possess to qualify for the role.

• University or College Degree

Experience: Suggested experience that will generally predict success in the role.  To be used as a guide and maybe substituted for demonstrated ability to perform all functions of the role. 

8+ years of relevant experience.  Highly developed professional/technical skills are needed to perform the job.

Section 4: Competencies

Core: Skills, abilities, or attributes common to all jobs within Open Text.

Accountability:  To conduct oneself in compliance with agreed rules and standards and should be reported fairly and accurately in a transparent manner. Willingness to accept responsibility and admit mistakes. Sees beyond job function and understands the bigger picture.

Adaptability: Overcomes resistance to change and/or obstacles. Maintains effectiveness despite changing tasks, responsibilities, coworkers, and environments. Adapts behavior to perform effectively under changing or unclear conditions. Adapts interpersonal style to highly diverse individuals and groups in a range of situations.

Communication: A rticulates ideas and instructions both written and orally to diverse audiences. Initiates communication in difficult situations or with unreceptive individuals and groups. Actively listens to understand and learn. Speaks and writes clearly and concisely.

Initiative and Innovation: Makes active attempts to influence events to achieve goals.  Self-starting rather than passively accepting. Takes action to achieve goals even in the face of resistance. Demonstrates an entrepreneurial spirit by recommending and/or carrying out ideas or courses of action without being told.

Leadership:  Develops an environment conducive to developing strong working relationships.  Recognizes opportunities and forms a vision of what can be achieved. Constructively influences different individuals inside and outside of the organization.

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. Should you require accommodations during the selection process, please contact View email address on careers.opentext.com .

Subject to applicable laws and regulations, OpenText’s global vaccination policy requires all employees to be fully vaccinated against COVID-19 to enter an OpenText office. Accommodations may be available for specific roles.

Benefits of working as a Manager, Technical Support in Makati:

● Learning opportunities
● Company offers career progression opportunities
● Advantageous package