opentext
You are Good 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 with strong OS knowhow (Windows) / (LINUX/UNIX)
• 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
Education Qualification: Bachelor’s / Master’s Degree
Experience : Fresh Graduates to 1-2 years working experience