Senior Technical Support Analyst

Basic Information

Country

United States

State

NA

City

Remote

Date Published

02-Jul-2021

Job ID

30579

Travel Amount

up to 10%

Description and Requirements

The Sr Technical Support Analyst (TSA) provides technical support for BMC products and related software products. The BMC Sr TSA will be the primary interface between BMC and our customers, and will interact with BMC Customer Engineering teams to ensure all problems are resolved with the highest levels of customer satisfaction through quick and thorough remediation of customer issues.

Responsibilities:
Manage, troubleshoot, and respond to customer issues on BMC product and Integration issues, ensuring appropriate resolution time 
Responding to and resolving all customer enquiries (via phone, e-mail, web) 
Identifying and reporting functional defects to higher levels of Support and R&D
Maintaining high level of customer satisfaction 
Properly documenting all customer interactions and troubleshooting actions into the BMC issue management systems 
Escalating service requests and issues appropriately in a timely fashion 
Exercise independent thought within defined procedures and practices 
Manage priorities and act on factors that create priorities 
Work collaboratively with other BMC product teams
Capture and share knowledge
Willingness to participate in on-call support during evenings and weekends.

Required Skill / Competencies:
Customer-service oriented.
Communication skills (verbal & written) and customer handling skills
Proven problem solving and analytical ability.
Excellent organizational/time management skills.
Ability to handle multiple tasks concurrently.
Analytical and problem-solving abilities 
Ability to learn and effectively utilize Customer Support tools/resources 
Inquisitiveness to learn new products and ideas 
BS degree in Computer Systems or related technical field OR equivalent experience in programming software for systems and/or applications 
z/OS knowledge a plus
z/OS Storage Management concepts a plus 

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