Jobs at Bmc in Mexico

Primary Roles And Responsibilities

• Identifies and drives Self-help initiatives and Knowledge Base Maintenance
• Provide Level-2 and Level-3 support for BMC solutions
• Respond to and resolve all customer technical issues (via phone, e-mail, web)
• Work with product engineering team on customer escalations and help them fixing issues
• Maintain high level of customer satisfaction
• Overall experience of 7+ years in IT industry
• Maintain clear and concise ticket documentation with all required data and fields
• Escalate service requests and issues appropriately to engineering team
• Exercise independent thought within defined procedures and practices
• Have phone calls with Customers and stakeholders to expedite the understanding of the issue, troubleshooting and closure.
• Manage priorities and act on factors that create priorities
• Prepare for and support new products within technical area
• Work within a global teamwork environment
• Weekend support on rotational basis
• This is 24*7 operations support so flexibility to work in different shifts

Qualifications

• BS degree in CS/EE or equivalent experience
• Technical Customer support experience
• Excellent written and verbal communication skills
• Customer handling skills
• Fluent in English, written and verbal
• Strong debugging/troubleshooting skills
• Overall experience of 8+ years in IT industry
• Knowledge and understanding of BMC Solutions is a plus
• Experience with administration of Windows 2003/XP and UNIX (HP-UX, AIX, Solaris, Linux)
• API Troubleshooting
• Tomcat Troubleshooting
• Database experience, specifically Oracle and MS SQL, or other databases knowledge
• Certified or very familiar with ITIL
• Containers knowledge is a plus
• transformation, movement, loading, cleansing, and updating processes.
• Workflow process experience
• Intuitive/Risk-Taking
• Decision Making
• Organization
• Administration infrastructure support
• Using AI tools to assist si meon delivering the best CX possible

QualificationsPosition Responsibilities / Essential Functions

• Set up A/B tests (including inception, % test vs. control recommendations and scaling gates/plans)
• Lead insight executions and ensure timely agile delivery of strategic recommendations for stakeholder planning and road-mapping
• Provide analytical monitoring, suggestions, and guidance for digital team including KPIs and success metrics for individual tests, projects, and recommendations around decisions based on deep data analysis within all unique segments
• Deliver measurement recommendations, solution design, and technical specifications for digital analytics tracking based on a detailed understanding of the stakeholder’s needs and business questions.
• Partner with, guide, and educate team members for self-service data and analytics needs to create a data-savvy culture.
• Create standard reporting, dashboards, and metrics so that everybody is telling the same story with confidence, accuracy, and alignment.
• Knowledge of modern privacy guidelines pertaining to data. Specific knowledge of cookies, acceptance, and anonymous data collection.
• Consistently monitor, design best practices for processes and communicate the release insights for functional issues events and real business impacts.
• Develop insightful live-dashboards and reports, tracking performance across web platform/sales funnel, to promote data-driven understanding, commitment, decision-making, and conversion optimization
• Consult, present, and educate teams on the best practices and use cases specific to the vertical and key business requirements to promote the digital transformation and evolution of a sustainable high volume and agile product environment
• Develop customer experience maps & cyclic testing designs for continuous optimization
• Proficiency with Excel and PowerPoint