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Lead Technical Support Specialist

Lead Technical Support Specialist

Opentext

8 - 13 years

10 - 15 Lacs

Bengaluru

Posted:2 weeks ago| Platform:

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Skills Required

java documentum content server documentum dfc rdbms jsp technical troubleshooting sql webtop plsql system administration technical support postgresql linux j2ee rest oracle presentation skills sql server dfs struts servlets troubleshooting dql wdk

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.

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Lead Technical Support Specialist