Job Description

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 for independently diagnosing and resolving 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 the 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 stakeholders, to go up the value chain. Constantly and continuously enhances knowledge of 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 the 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 sharing information accordingly)
• Demonstrates good judgement to assess situations actively, 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 significant 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 an 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:

• 5+years of Industry experience. The candidate must possess extensive knowledge in Documentum D2 & Documentum Life Sciences suite
• Thrive & excel in a high-pressure, time-sensitive enterprise environment
• Fantastic Customer focused service skills (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 its value proposition to the customer
• Basic understanding of Windows and Linux Operating system environments
• Basic understanding of RDBMS (Oracle, SQLServer and Postgres)
• Basic understanding of Application Server (Tomcat, JBoss and Wildfly)
• Basic understanding of Core java programs and REST program
• Knowledge of Documentum Content Server, Webtop /DA is added advantage
• Education Qualification: Bachelor\xe2\x80\x99s (BE) / Master\xe2\x80\x99s Degree (MCA)

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. Should you require accommodations during the selection process, please contact accommodationrequests@opentext.com.
Subject to applicable laws and regulations, OpenText\xe2\x80\x99s global vaccination policy requires all employees to be fully vaccinated against COVID-19 to enter an OpenText office. Accommodations may be available for specific roles.