Архив: Technical Support Engineer Level 2. Санкт-Петербург.

Technical Support Engineer - Content Management (Documentum)
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:

OpenText Enterprise Information Management (EIM) technologies and business solutions allow organizations to take full advantage of enterprise information to gain better business insight, capitalize on opportunities to positively impact the business, improve process velocity, reduce risks related to information governance, and protect sensitive information and intellectual property from internal leaks and external threats. With growing volumes and a host of formats to manage and leverage, organizations need to bring structure to the unstructured. By doing so, they will be unleashing the power of information to drive faster decision making, improved agility, strong security policies, and an increased ability to both exploit the opportunities and control the risks of enterprise information. OpenText provides solutions across the entire range of core EIM capabilities - sophisticated, secure, high-value, and cost-effective - onsite, via mobile devices, private cloud, or in the cloud.

Main duties and responsibilities:

· Facilitate the resolution of complex technical issues in all areas of assigned OpenText products by analyzing log files, researching issues or recreating them within in-house environment.

· Identify and report software defects and customer suggestions to appropriate responsible groups like Engineering, Product Management, etc.

· Author as well as update articles to contribute to the Products Knowledge Base.

· Represent OpenText, communicate with corporate customers via telephone, written correspondence, or electronic service and drive presented technical problems to resolution.

· Keep the customer updated on the status of reported problems, as well as keep the ticket tracking system updated with current information on the case.

· Provide suggestions for alternate support options for customer issues that are not related to OpenText’s products.

· Collaborate on cross-team and cross-product technical issues by working with resources from other groups as needed to resolve customer issues.

· Participate in on-call rotation if required.

· Demonstrate customer focus and empathy.

· Meet established service delivery guidelines such as customer satisfaction, phone based activities, resolution, schedule adherence, case documentation and case wellness.

· Be responsible for efficiently managing the relationship with customers and thoroughly documenting their cases.

· Be capable of dealing with not only technically complex issues, but with politically charged situations requiring a high level of customer skill.

Skills:

· Customer support experience in an L2 Software technical support environment.

· Strongly developed analytical, problem solving, and troubleshooting skills.

· Experience with SQL and/or Oracle database and technology.

· Experience in the use and configuration of Web HTTP servers

· Broad exposure to IT technologies in general, depth of knowledge in area of focus (specifically: Operating Systems, Business Applications, Database, Data Storage, etc.).

· High level of self-motivation with a strong desire to solve problems and multi-task with priority.

· Excellent verbal and written communication skills in Russian and English (including technical writing).

· Ability to work in high-pressure environment and maintain self-control while defusing stressful customer situations.

· Ability to work in the team.

· Programming skills is an asset.

· Previous content management software experience (especially Documentum) is an asset.

· An understanding of networking is an asset.

At OpenText we understand and value diversity in our employees and are proud to be an Equal Opportunity Employer.