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Posted On Jul 06

Sr. Technical Support Specialist - Documentum (content server, xCP, DA)

opentext

Location : Bengaluru, Karnataka

Headquarters : Waterloo, Canada

Hiring Mode : Full Time

Experience : Senior Level

Job Description
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/GXS is seeking Documentum Technical Support Engineers (TSEs). TSEs can be of entry level (TSE-1), or intermediate
(TSE-2) or of specialist level (TSE-3/4/5). TSEs are responsible to independently diagnose and resolve complex enterprise customer
needs involving unique systems, environments and related operational issues. Support requests/tickets from Enterprise Customers /
Partners / OT employees will be received via Customer Support Representatives (CSRs) through OT MySupport portal / Voice initiated
technical calls / Email / Chat. TSEs 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 stakeholders 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 the need arises)
  • Mentors and/or coaches less experienced TSEs
  • 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 TSEs and/or customers regarding
technical solutions
What it takes:
Should have 5-9 years of extensive knowledge in Documentum Product Suite (such as WebTop, DA/ xCP / Content Server/ D2, LS etc)
  • OS knowledge of Windows / LINUX / UNIX
  • Great Team Player
  • 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
  • Presentation skills
  • Fair understanding of OpenText product portfolio and their value proposition to the customer
At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.
OpenText