Dulsco Careers Dubai – OpenText ECM Technical Support

Job Description:

Our client is a Digital Transformation company with offices in Dubai and Abu Dhabi. They are now looking to recruit an OpenText ECM Technical Support person to join them in their Abu Dhabi offices.

The Technical Support position offers you an opportunity to learn exciting technologies which would enable you to support the customers. Critical thinking is something that you’ll leverage on an ongoing basis as each customers situation is unique therefore you will need to be creative with your solutions. Their strong team-based environment ensures that if you get stuck or need some help, you’ll always feel supported.

Job Responsibilities:

• Representing our client, acting as first point of contact for all technical inquiries regarding ECM and its integration into external environments.
• Utilizing exceptional written and verbal communication skills while supporting customers via telephone or email, while demonstrating a high level of customer focus and empathy.
• Meeting established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys, phone-based activities, and schedule adherence.
• Performing in-depth analysis of customer issues to help determine causes, workarounds, and solutions which may or may not be related to OpenText products directly.
• Showing an understanding of the customer environment and product.
• Meet established service delivery guidelines and key performance indicators that are measured through customer satisfaction surveys, phone-based activities, and schedule adherence.
• Show an understanding of the customer environment and product enabling resolution of complex technical issues and providing alternative support options which may not be related to OpenText products directly.
• Act as a key point of contact for customer follow up and incident management, while maintaining updates and resolution.
• Collaborating on cross-team and cross-product technical issues with a variety of resources including development to document software defects and customer suggestions.
• Contributing to the knowledge base by authoring and editing articles to share current information with team members.
• Work under general guidance with results reviewed periodically, seeking approval from others on matters outside of job or role as needed.

Job Requirements:

• Positive attitude, patience, understanding, dedication, and commitment
• Knowledge of Web Servers and HTML (ie. Tomcat or MS IIS) –
• Understanding of Networking principles and Active directory
• Any combination of the following skills or knowledge is a must:
• Strong attention to detail and the ability to grasp concepts quickly and have a thirst for knowledge.
• Good foundation/knowledge working with Windows OS/Linux OS, Windows and Linux Servers, and any scripting, (ie. Java, SQL, CGI, Perl, .NET or C++)
• As a 24x7x365 organization, shift work, holidays and on-call responsibilities may be required.
• Focused on scoping problems and strong troubleshooting ability
• Strong ability to multi-task and prioritize work effectively

Qualification & Experience:

• 2+ years previous experience working within a technically focused environment on Opentext ECM products
• Experience working with relational DBMS (Oracle, MS SQL Server) –
• University/College degree within a related discipline or equivalent work experience

Job Details:

Company: Dulsco

Vacancy Type: Full Time

Job Location: Dubai, UAE

Application Deadline: N/A

Apply Here

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