BMC Staff Customer Support Analyst 

India, Maharashtra 

706371513

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.
• Works beyond routine tasks, utilizing increasingly specialized knowledge of relevant BMC technologies.
• Exercises systematic proficiency in some specialized skills which display depth and breadth within a single BMC application OR several BMC applications/technologies.
• Troubleshoots intermediate to advanced problems and recommends appropriate actions.
• Uses professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways.
• Provides support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues and manages customer expectations and competing priorities.
• Conducts research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned.
• Uses written communication skills to update case documentation as well as using, modifying, and creating knowledge base articles.
• Escalates issues and works directly with Research and Development to resolve complex support problems.
• May work on customer support related projects as assigned.
• Periodic weekend work will likely be required.