Lead Technical Support Specialist

OPENTEXT - THE INFORMATION COMPANY

As the Information Company, our mission at OpenText is to create software solutions and deliver services that redefine the future of digital. Be part of a winning team that leads the way in Enterprise Information Management. 

The Opportunity:

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 either 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)

You are great at:

• 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

• As a 24 x 7 x 365 organization, MUST BE willing to work in shifts

• Support business needs via taking-up On-Call responsibilities during weekends and/or public holidays (as and when need arises)

• Mentors and/or coaches less experienced TSSs

• 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

What it takes:  

• Possesses extensive knowledge in InfoArchive application creation (Preferably v16.4 and above)

• Possesses extensive knowledge in InfoArchive holding creation (SIP Based and Table Based)

• SIP Package creation using OpenText Tools (App Builder, Documentum/SAP Connector) or any customized tools

• Exposure to Data Ingestion, Search Form Creation (Simple and Nested Search)

• Good knowledge on InfoArchive Product (InfoArchive Server, xDB and InfoArchive Web App)

• 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, Interpersonal skills and Presentation skills

• Fair understanding of OpenText product portfolio and their value proposition to the customer

• Basic understanding of OS (Windows, Linux) and RDBMS (Oracle , SQLServer, xQuery and Postgres)

• Basic understanding of Application Server (Tomcat, JBoss and Wildfly), Core java program and REST program

• Exposure to Cloud Platform, Containerization, Documentum Content Server and OTDS is added advantage       

Education Qualification:             Bachelor’s (BE) / Master’s Degree (MCA)

Experience                   :             5+ Years

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer. We hire the best talent regardless of race, creed, color, national origin, ancestry, disability, marital status, sex, age, veteran status or sexual orientation. If you require accommodation at any time during the recruitment process, please email accommodationrequests@opentext.com

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 at 1-800-499-6544.