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Managed Cloud Support - Technical Support

年収:800万 ~ 3000万



部署・役職名 Managed Cloud Support - Technical Support
仕事内容 The firm's Managed Cloud Support technical team is currently searching for a technically dynamic and resourceful individual who has the ability to provide exceptional technical customer support in a challenging and rewarding environment. The incumbent will be joining an emerging team that will provide world class technical customer support including hands on troubleshooting and administration to a variety of enterprise customers while working across business units to ensure that customer satisfaction is met in every form. Their focus will be supporting the firm's Managed Hosted Enterprise Software solutions deployed within the firm's Cloud.

Primary Duties
1. Utilize exceptional written and verbal communication skills while supporting customers via web, telephone, or email, while demonstrating a high level of customer focus and empathy.
2. Respond to and solve customer technical requests, show an understanding of the customer's managed hosted environment and applications within the firm's cloud enabling resolution of complex technical issues. Document or Implement proposed solutions.
3. Operate, manage, and administer production applications on UNIX and Windows based servers and services according to policies and best practices.
4. Respond to and troubleshoot alerts from monitoring of applications, servers and devices sufficient to meet service level agreements
5. Collaborating on cross-team and cross-product technical issues with a variety of resources including Product support, IT, and Professional Services.
6. Work under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed
7. Participate in after hours on call rotation with other staff members.
8. Perform other/additional duties and projects that may be periodically assigned.


Skills and Knowledge

• 5 years previous experience working within a technical support environment supporting an enterprise-level multi-tiered application
• Experience delivering service using ITIL methodology
• Strong Windows, UNIX, and Application administration skills in a TCP/IP networked environment.
• Experience working with relational DBMS (PostgreSQL/Postgres, Oracle, MS SQL Server, mySQL)
• Programming/scripting is helpful, (ie. SQL, .sh/.bat, Java, JavaScript)
• Familiarity with configuration and management of web/application servers (IIS, Apache, Tomcat, JBoss, etc.).
• Strong desire to provide exceptional customer support efficiently with a high focus on first call resolution
• Strong attention to detail and the ability to grasp concepts quickly and have a thirst for knowledge.
• Proven experience working in a fluid environment that is ever growing and changing
• Strong ability to multi-task and prioritize work effectively
• Positive attitude, patience, understanding, dedication and commitment
• Familiarity with the firm's products would be considered a great asset.
• ITIL certification would be considered a great asset.

University/College degree within a related discipline or equivalent work experience

Work Environment
General office environment with regular business hours of 8:30 AM – 5:30 PM. Work outside of these hours may be necessary due to on call, project schedules, deadlines, system reliability issues, customer issues, travel, and/or time zone differences. Travel is required. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. 5% travel may be required.


• Strong communication skills Japanese and advanced English

更新日 2021/07/29
求人番号 1830308


  • OpenText K.K.
  • 会社規模5001人以上
  • 会社概要

    About OpenText
    OPENTEXT is a global B2B e-commerce and integration services company.
    OPENTEXT delivers global B2B e-commerce integration solutions to over 70 percent of Fortune 500 companies.
    Through the company’s key offerings, OPENTEXT Trading Grid® and OPENTEXT Managed Services, we enable simplified document exchange, enhanced supply chain visibility and streamlined communications with trading partners.

    Our cloud computing platform, OPENTEXT Trading Grid, eliminates the ongoing complexities and costs of do-it-yourself B2B integration. OPENTEXT Managed Services enables customers to offload complex B2B e-commerce requirements to OPENTEXT, resulting in improved customer satisfaction, increased revenue and lower total cost of operations. OPENTEXT enables businesses to streamline new product launches, digitize accounts payable, automate warehouse receiving, conduct e-invoicing and e-payments and increase global supply chain visibility.

    OPENTEXT enables its customers to become Active Businesses, where information flows freely throughout a company’s supply chain. By strategically leveraging this information, they gain an extraordinary competitive advantage.

    The vision that OPENTEXT Management Team provides is:
    Connecting the World as the #1 B2B Integration Service Company
    This can be attained by – delivering an unparalleled customer experience.
    By offering the most innovative cloud-based solutions and services – through highly talented and engaged employees.

    特にunparalleled customer experience は強調されている。これは営業だけで実現できるものではないので、お客様の信頼を勝ち得るには自社の他のファンクションに関する理解と協業が不可欠となる。そのために必要なことを柔軟に創造していくことが求められる。

    Special focus is required for an “unparalleled customer experience”.
    Achievement is not solely the result of sales efforts: In order to win the trust by the clients; communication and cooperation with other business units internally is indispensable.
    OPENTEXT is seeking a creative and flexible professional to achieve optimal results at our firm.


  • 2.96
  • ヘッドハンターの氏名は会員のみ表示されます
  • 会社名は会員のみ表示されます

    • 東京都
    • Dalhousie University, Commerce
  • 金融 コンサルティング IT・インターネット
    • IT、金融、コンサルティング、メディカル、マーケティング等幅広い業界の求人をご案内しています。 ご応募、お問い合わせをお待ちしております。別途キャリアカウンセリングも受付中です(無料)。
    • (2019/08/29)


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