Onboard Technical Support Analyst - Guadalajara

Basic Information

Country

Mexico

State

Jalisco

City

Remote

Date Published

24-Sep-2021

Job ID

31697

Travel Amount

up to 10%

Description and Requirements

Position Description – Onboarding Technical Support Analyst (OTSA)

Responsible for ensuring the Helix customer onboarding process is a seamless and elevated experience.  Provide solution based technical support for any application issues encountered during onboarding phase (from Activation through 60days post Go Live).  Awareness of customer onboarding goals to align support delivery.   Provide predictive support based on identified trends.   

Responsibilities
  • Provide courteous, efficient, and professional technical support over the phone and via email to customers across a broad range of industries
  • Serve as BMC Helix product ambassador
  • Complete Go Live Assessments
  • Complete activation hand-off 
  • Work closely with Onboarding Support Specialist (OSS)
  • Work closely with OSS to ensure feedback loop to Activations and supporting teams 
  • Work closely with OSS on onboarding problem management 
  • Provide customer “Just in Time Enablement” 
  • Advocate for customer in holistic BMC ecosystem  
  • Work closely with Onboarding Value Specialist (OVS) team to ensure successful completion of customer onboarding goals 
Behavior, skills, experience 
  • Experience with troubleshooting and configuring networking
  • Experience setting up, configuring, and troubleshooting Load Balancers
  • DB config and troubleshooting experience 
  • Solid Experience troubleshooting BMC Helix ITSM products
  • Self-directed, with focus on proactive customer experience 
  • Experience in diagnosing and troubleshooting technical issues
  • Experience with SaaS customer onboarding and lifecycle  
  • Excellent communication, cross functional coordination, and interpersonal skills  
  • Ability to take control of difficult customer situations and drive issues to resolution 
  • Strong verbal and written communication skills (English, with the possibility of other languages)
  • Experience with Problem Management

From core to cloud to edge, BMC delivers the software and services that enable over 10,000 global customers, including 84% of the Forbes Global 100, to thrive in their ongoing evolution to an Autonomous Digital Enterprise.
It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, creed, sex, age, sexual orientation, national origin, disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, disabled veteran or status as a protected veteran, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.

If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.