Lead Technical Support Specialist

8 - 13 years

10 - 15 Lacs

Posted:2 weeks ago| Platform: Naukri logo

Apply

Work Mode

Work from Office

Job Type

Full Time

Job Description

Your Impact:

Open Text is seeking Lead 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. 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
  • 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.
  • 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 YOU NEED TO SUCCEED:

  • Possesses extensive knowledge in Documentum Content Server and Documentum Development Tools [REST, DFS and DFC]
  • 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
  • Great Team Player, Interpersonal skills and Presentation 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 xPlore is added advantage
  • Bachelors (BE) / Masters Degree (MCA) with 8+ years experience.

Mock Interview

Practice Video Interview with JobPe AI

Start Java Interview
cta

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.

Job Application AI Bot

Job Application AI Bot

Apply to 20+ Portals in one click

Download Now

Download the Mobile App

Instantly access job listings, apply easily, and track applications.

coding practice

Enhance Your Java Skills

Practice Java coding challenges to boost your skills

Start Practicing Java Now
Opentext logo
Opentext

Software Development

Waterloo ON

RecommendedJobs for You

Kolkata, Mumbai, New Delhi, Hyderabad, Pune, Chennai, Bengaluru