Sr. Technical Support Specialist

OpenText is a global leader in information management, prioritizing innovation, creativity, and collaboration within its corporate culture. By joining our team, you gain the opportunity to collaborate with esteemed companies worldwide, tackle complex challenges, and contribute to projects that shape the future of digital transformation. AI-First. Future-Driven. Human-Centered. AI is the driving force behind OpenText, fueling innovation, transforming work processes, and empowering digital knowledge workers. We are seeking individuals whose unique talents cannot be replaced by AI to assist in shaping the future of information management. Come be a part of our team. Your Impact: As a Senior Technical Support Specialist (TSS) in Documentum at OpenText, you will be responsible for independently diagnosing and resolving complex enterprise customer needs across unique systems and operational issues. You will proactively identify areas for improvement in processes, tools, and products, and engage with stakeholders to enhance value. Continuously upgrading knowledge on OpenText products, you will develop yourself and assist in upskilling team members globally. Additionally, as a Subject Matter Expert (SME), you may participate in documentation and product reviews before general availability. WHAT THE ROLE OFFERS: - Directly interface with customers throughout the problem resolution process, including understanding issues, communicating action plans, providing updates, and conveying resolutions. - Validate technical information, manage expectations, and share information effectively. - Lead customer-facing calls, demonstrating preparedness and tailored communication. - Exercise good judgment to resolve complex or escalated customer issues, engaging senior resources as needed. - Work under pressure, multitask, prioritize, collaborate with stakeholders, and handle major incidents or high severity situations. - Systematically gather and analyze information to investigate and resolve issues. - Support business needs by taking on-call responsibilities during weekends and public holidays when necessary. - Create and refine knowledge base content, perform senior-level tasks, and prepare technical solutions documentation. As a 24x7x365 organization, willingness to work in shifts is a requirement. What it takes: - Profound knowledge in Documentum D2. - Ability to thrive and excel in a high-pressure, time-sensitive enterprise environment. - Exceptional customer service skills with an emphasis on empathy, listening, and effective communication. - Strong analytical and technical troubleshooting skills. - Understanding of OpenText product portfolio and their value to customers. - Proficiency in both Windows and Linux operating systems. - Familiarity with RDBMS (Oracle, SQLServer, and Postgres). - Basic knowledge of Core Java programming. - Knowledge of Documentum clients like webtop and DA is advantageous. - Bachelor's (BE) or Master's Degree (MCA) with a minimum of 5 years of experience. If you require assistance or reasonable accommodation due to a disability during the application process, please submit a ticket at Ask HR. OpenText fosters collaboration, innovation, and personal growth, creating a vibrant workplace environment.,