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BMC Staff Customer Support Analyst India, Karnataka 824735804
CareerArc Code
Customer Success brings the transcendent customer experience to life by empowering customers to achieve the value and impact of their BMC investments. Customer Success accelerates core business outcomes, mitigates risk, cultivates relationships, removes friction, and improves customer experience. No better team to join when customer centricity is at the heart of BMC's strategy!
As a Technical Support Analyst, you will help drive our long-term go to market offering by helping our customers leverage their world-class technology and partnership with BMC so that they realize the full value of their investments.
Here is how, through this exciting role, you will contribute to BMC's and your own success:
- Provides courteous, efficient, and professional technical support by phone and email to customers across a broad range of industries.
- Develops competence and expertise in routine tasks, gaining specialized knowledge of the relevant BMC technologies.
- Troubleshoots intermediate to complex range of problems, recommends appropriate actions and manages competing priorities, develops expertise inuse of sophisticated tools, analysis of logs, and coordination with all available resources to resolve issues..
- Uses professional concepts and company policies and procedures to solve a variety of problems of moderate - advanced scope, where analysis of situations or data requires a review of identifiable factors.
- Provides support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues.
- Uses written communication skills to update case documentation, manage customer expectations, consume, modify and create knowledge base articles.
- Escalates issues and works directly with Research and Development to resolve complex support problems
- May work on customer support related projects and other initiatives as assigned.
- Periodic weekend work will likely be required once appropriate levels of expertise are reached.
- 3+ years of customer-facing experience supporting software products AR Server and Helix ITSM, ideally in a software company environment, with demonstrable knowledge of support processes and procedures, as well as a proven ability to describe practical solutions to technical support problems.
- Highly motivated, independent and flexible, with strong team-directed abilities and a collaborative – Team comes first attitude.
- Ideal candidate would possess, exposure to the installation, configuration, administration and troubleshooting, or otherwise advanced use of, relevant BMC products which are AR server and Helix ITSM.
- The ability to replicate / reproduce, a customer's specific software error in order to define the cause.
- Solid experience in debugging with software development tools.
- Strong verbal and written communication skills (English, with the possibility of other languages) and the ability to interpret and answer complex technical questions, provide customer follow-up and contribution to knowledge base content.
BMC’s culture is built around its people. We have 6000+ brilliant minds working together across the globe. You won’t be known just by your employee number, but for your true authentic self. BMC lets you be YOU!
BMC is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender, gender expression, gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status as a protected veteran. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.
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