Technical Support Specialist - BMC Remedy ARS

Basic Information

Country:

India

State:

NA

City:

IND Bangalore II

Date published:

14-Dec-2020

Job ID:

28713

Travel Amount:

up to 10%

Description and Requirements

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.

 

Position Description - Staff Specialist Technical Support Analyst

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

Responsibilities:-

  • 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.


Behavior, skills, experience:-

  • 5-10 years of customer-facing experience supporting software products, ideally in a software company environment, with demonstrable knowledge of support processes and procedures, as well as a proven ability to describe practical solutions to technical support problems.
  • Key Skills – AR Server, Remedy, ITSM
  • Additional: LDAP, AD, Database (SQL/Oracle), Java, Unix
  • Highly motivated, independent and flexible, with strong team-directed abilities and a collaborative – Team comes first attitude.
  • Ideal candidate would possess, exposure to the installation, configuration, administration and troubleshooting, or otherwise advanced use of, relevant BMC products.
  • The ability to replicate / reproduce, a customer's specific software error in order to define the cause.
  • Solid experience in 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 contribution to knowledge base content.



It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors. BMC never asks for payment from individuals seeking employment with the company.

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