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Staff Technical Support Analyst @ BMC Software

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BMC Software  Staff Technical Support Analyst

Job Description

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!
BMC is looking for an innovative customer champions to join our unique and enthusiastic Technical Support Team helping businesses across the globe to run and reinvent.

Here is how, through this exciting role, YOU will contribute to BMC's and your own success:

You will be managing customer expectations and competing priorities and conducting research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned.
You will be escalating issues and works directly with Research and Development to resolve complex support problems.
You will be using professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways and exercising systematic proficiency in some specialized skills which display depth and breadth within a single BMC application OR several BMC applications/technologies.
You will be troubleshooting intermediate to advanced problems and recommends appropriate actions and providing support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues
As every BMC employee, you will be given the opportunity to learn, be included in global projects, challenge yourself and be the innovator when it comes to solving everyday problems.
To ensure youre set up for success, you will bring the following skillset & experience:

You can embrace, live and breathe our BMC values every day!
You have 4+ years of experience handling BMC Remedy ITSM across modules ARS/SRM/SLM/ SmartIT/Smart Reporting/CMDB/DWP/SSO customers from consultancy and support standpoint.
You have in depth troubleshooting and analytical knowledge in these BMC product areas.
You have bachelors degree from any stream Full Time
You are comfortable with Periodic weekend work (will likely be required).

Job Classification

Industry: Software Product
Functional Area / Department: Engineering - Hardware & Networks
Role Category: IT Network
Role: Network (Support) Engineer
Employement Type: Full time

Contact Details:

Company: BMC Software
Location(s): Pune

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Keyskills:   remedy itsm bmc remedy technical support servicenow troubleshooting tfs release management project management oracle cmdb problem management vb change management sql server control-m sql java itsm incident management ms exchange html unix itil

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