Sr Technical Support Analyst

Basic Information

Country

United States

State

NA

City

Remote

Date Published

15-Jul-2021

Job ID

30739

Travel Amount

None

Description and Requirements

Position Description - Senior Technical Support Analyst

Responsible for providing advanced technical support for complex problems to assist our global customers to keep their business running using our best-in-class products.

Responsibilities

·         Provides courteous, efficient and professional technical support over the phone and email to customers across a broad range of industries.

·         Uses professional concepts & company policies & procedures to solve a wide range of difficult problems in imaginative & practical ways.

·         Works on complex problems where analysis of situations or data requires an in-depth evaluation of various factors and to recommend appropriate corrective action.

·         Will have sufficient experience to be able to develop new investigative methods & procedures.

·         Exercises systematic proficiency in some specialized skills which display depth & breadth within several BMC applications/technologies.

·         Conducts research on customer incidents to help create reusable solutions, and other duties as assigned.

·         Uses written communication skills to update case documentation, to create, modify, assess and approve the publication of Knowledge Articles.

·         Escalates issues and works directly with Research and Development to resolve complex support problems

·         Provides input for and participates periodically in projects or project teams.

·         Periodic weekend work will likely be required.

Supervision and interaction

·         Fully contributing team member with some display of key contributor and increasing supervisory behaviors.

·         Largely self-managing, requiring only somewhat indirect supervision.

Behaviour, skills, experience

·         5 - 8 years of experience in diagnosing and troubleshooting technical issues.

·         Has excellent communication and interpersonal skills.

·         Highly motivated, independent and flexible, with strong team-directed abilities and a collaborative attitude.

·         Focus on customer satisfaction with the ability to provide problem resolution in a timely manner.

·         Can be relied upon to take control of difficult technical problems or customer situations to restore calm and find solutions.

·         Increasingly independent and able to contribute to the development of new methods & procedures where they become required.

·         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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