Sr. Technical Support Specialist

Job Description

YOUR IMPACT : Open Text is seeking Senior 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: Bachelors (BE) / Masters Degree (MCA)