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BMC Senior Technical Support Analyst South Korea, Daegu 634427888
15.08.2024
Responsibilities:
- Manage, troubleshoot, and respond to customer issues on BMC product and Integration issues, ensuring appropriate resolution time
- Responding to and resolving all customer enquiries (via phone, e-mail, web)
- Identifying and reporting functional defects to higher levels of Support and R&D
- Maintaining high level of customer satisfaction
- Properly documenting all customer interactions and troubleshooting actions into the BMC issue management systems
- Escalating service requests and issues appropriately in a timely fashion
- Exercise independent thought within defined procedures and practices
- Manage priorities and act on factors that create priorities
- Work collaboratively with other BMC product teams
- Capture and share knowledge
- Willingness to participate in on-call support during evenings and weekends.
Required Skill / Competencies:
- Customer-service oriented.
- Communication skills (verbal & written) and customer handling skills
- Proven problem solving and analytical ability.
- Excellent organizational/time management skills.
- Ability to handle multiple tasks concurrently.
- Analytical and problem-solving abilities
- Ability to learn and effectively utilize Customer Support tools/resources
- Inquisitiveness to learn new products and ideas
- BS degree in Computer Systems or related technical field OR equivalent experience in programming software for systems and/or applications
- 5+ years z/OS experience
- z/OS Storage Management experience, required (FDR, CA-DISK, DFHSM, etc...)
- z/OS VSAM tuning experience
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