Technical Support Specialist – Captiva
The Opportunity
Open Text/GXS is seeking Technical Support Engineers (TSEs). TSEs can be of entry level (TSE-1), or intermediate (TSE-2) or of specialist level (TSE-3). 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 My Support 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 stake holders 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 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
- Possesses extensive knowledge in Captiva/Intelligent Capture 16.x, 20.x, 21,x, 22,x along with latest releases, with strong OS know how (Windows) (SQL Server)
- Technical Skills: .Net C# programming knowledge, SQL Server, REST & Web Services, Active Directory, Basics of Windows administration
- Knowledge on MS Azure, Google Cloud, AWS, Documentum is added advantage.
- 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.
Role:IT Support - Other
Salary: Not Disclosed by Recruiter
Industry:IT Services & Consulting
Department:IT & Information Security
Role Category:IT Support
Employment Type:Full Time, Permanent
Education
UG:Any Graduate
PG:Any Postgraduate
Company Profile
Opentext
Open Text offers an attractive and unique opportunity to be part of one of the fastest growing success stories in the Information Technology sector. Our talented and innovative team creates solutions that truly influence the way leading organizations do business. Imagine having the resources to influence tomorrow's reality today, learning from the industries top talent and having fun while you do it! We are looking for people who think outside the box, dream big, thrive on change and innovate for today and tomorrow - people a lot like you.
At Open Text we believe in the diversity of our work force. Our people are our number one winning strategy which is why we strive to attract and retain the very best the industry has to offer. We are proud to offer excellent benefits, a high performance culture, challenging work and highly competitive financial rewards.
We currently have a wide range of attractive opportunities whether you are a new grad or a seasoned professional. Explore the opportunities, choose Open Text, be part of the story. Let your journey begin.