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Technical Support Specialist

Technical Support Specialist

Opentext

5 - 10 years

7 - 11 Lacs

bengaluru

Posted:19 hours ago| Platform:

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Skills Required

rdbms oracle technical troubleshooting java documentum dns networking sql server sql system administration technical support postgresql active directory remote support linux microsoft windows desktop support troubleshooting it helpdesk dhcp

Work Mode

Work from Office

Job Type

Full Time

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..

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
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:

Bachelors (BE) / Masters Degree (MCA) with 5+ years of experience
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
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.

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Technical Support Specialist