OPENTEXT
OpenText is a global leader in information management, where innovation, creativity, and collaboration are the key components of our corporate culture. As a member of our team, you will have the opportunity to partner with the most highly regarded companies in the world, tackle complex issues, and contribute to projects that shape the future of digital transformation.
YOUR IMPACT:
Open Text is seeking Technical Support Specialists (TSS) in Documentum. TSSs’ are responsible to independently diagnose and resolve complex enterprise customer needs involving unique systems, environments and related operational issues. Support requests/cases from Enterprise Customers/Partners/OT Professional Service will be received via OT My Support portal. TSSs work closely with cross functional teams (such as Engineering, Professional Services, Account Renewals & Product Management) to resolve any/all customer needs. Acts as a remote customer advocate and analyst, understanding Customer issues/queries and providing relevant information/resolution aimed at meeting and exceeding Customer expectations. Innovates/Identifies areas of improvement in the process/tools-used/product, proactively taking it up with respective stake holders, to go up the value chain. Constantly and continuously enhances knowledge on OT products, developing self and upskilling team members across the globe. Where relevant, as Subject Matter Expert (SME), participate in documentation and product review too, prior to product release/general availability (GA).
WHAT THE ROLE OFFERS:
Interfaces directly with customers at all stages of problem resolution process (including understanding issues that customers are facing, communicating action plans, explaining ongoing developments, and conveying resolution)
Validates technical information, sets fair expectations and disseminates information as needed
Schedule, participate and where relevant lead Customer facing calls (being well prepared knowing his/her audience, their related needs and shares information accordingly)
Demonstrates good judgement to actively assess situations, engage senior resources/management (as and when needed) to resolve complex/escalated Customer issues
Ability to work under pressure, multitasking and prioritizing, with a great sense of urgency, collaborating with relevant stakeholders, handling major incidents and/or high severity situations
Systematically gathers relevant information and analyzes a broad range of factors while investigating and resolving issues
Maintains a "closed-loop" communication style that ensures proper and consistent documentation in service request case notes; ensuring all stake holders are notified in a timely fashion, of ongoing investigation and problem resolution status
Support business needs via taking-up On-Call responsibilities during weekends and/or public holidays (as and when need arises)
Create knowledge base (where nonexistent) and refine existing knowledge base content to keep it up to date/relevant; may perform senior or expert level tasks for assigned products and skills; prepares white papers for other TSSs and/or customers regarding technical solutions
As a 24 x 7 x 365 organization, MUST BE willing to work in shifts.
WHAT YOU NEED TO SUCCEED:
Possesses extensive knowledge in Documentum D2
Thrive & excel in a high-pressure, time sensitive enterprise environment
Fantastic Customer focused service skill (Empathy-based listening, written and verbal skills)
Excellent Analytical & Technical Troubleshooting skills
Great Team Player, Interpersonal skills and Presentation skills
Fair understanding of OpenText product portfolio and their value proposition to the customer
Good knowledge on both Windows and Linux Operating system environments
Excellent understanding on RDBMS (Oracle, SQLServer and Postgres)
Basic understanding of Core java program
Knowledge on Documentum clients like webtop, DA are added advantage
Education Qualification: Bachelor’s (BE) / Master’s Degree (MCA)
Experience : 3+ Years
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 athr@opentext.com. Our proactive approach fosters collaboration, innovation, and personal growth, enriching OpenText's vibrant workplace.