Lead Technical Support Specialist

As a Lead Technical Support Specialist (TSS) in Documentum at OpenText, your role is crucial in independently diagnosing and resolving complex enterprise customer needs. Your impact will involve working closely with cross-functional teams to address customer issues, provide relevant information, and exceed customer expectations. Your responsibilities include: - Interfaces directly with customers at all stages of the problem resolution process - Validates technical information, sets fair expectations, and disseminates information as needed - Schedule, participate, and lead customer-facing calls, demonstrating good judgment and engaging senior resources when necessary - Ability to work under pressure, multitask, prioritize, collaborate with stakeholders, and handle major incidents - Gathers relevant information, analyzes factors, and resolves issues systematically - Maintains closed-loop communication style for proper documentation and stakeholder notification - Supports business needs by taking up On-Call responsibilities during weekends and public holidays - Creates and refines knowledge base content, prepares white papers, and works in a 24x7x365 organization To succeed in this role, you need to: - Possess extensive knowledge in Documentum D2 - Thrive and excel in a high-pressure, time-sensitive enterprise environment - Have fantastic customer-focused service skills, analytical and technical troubleshooting skills - Be a great team player with interpersonal and presentation skills - Have a fair understanding of OpenText product portfolio and value proposition - Knowledge of Windows and Linux Operating systems, RDBMS, Core Java, and Documentum clients - Hold a Bachelor's (BE) or Master's Degree (MCA) with 8+ years of experience OpenText fosters collaboration, innovation, and personal growth in a vibrant workplace. If you need assistance or reasonable accommodation due to a disability during the application process, contact hr@opentext.com.,