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)
needs and shares information accordingly)
resolve complex / escalated Customer issues
handling major incidents and/or high severity situations
ensuring all stakeholders are notified in a timely fashion, of ongoing investigation and problem resolution status
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)
At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.
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