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BMC Customer Product Support Specialist India, Karnataka 710154795
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Description and Requirements
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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 in use 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.
To ensure you’re set up for success, you will bring the following skillset & experience:
- 5+ years of related experience supporting software products, ideally in a Smart Reporting and Helix ITSM environment, with demonstrable knowledge of support processes and procedures, as well as a proven ability to describe and practical solutions to technical support problems.
- Highly motivated, independent and flexible, with strong team-directed abilities and a collaborative attitude.
- Ideally, exposure to the installation, configuration, administration and troubleshooting, or otherwise advanced use of, relevant BMC products like Helix ITSM and Smart Reporting.
- The Ability to duplicate a customer's specific software error in order to define the cause.
- Experience 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 contribute to knowledge base content.
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