POSITION DESCRIPTION:

Are you a natural problem solver? 

Are you driven to understand ‘why’? 

Do you find that knowing what something does is far less interesting than understanding how it does it? 

Do you enjoy helping other people to get things going?

If you answered ‘Yes’ to all of the above, and you have a background in Software then you may be just the person we are looking for.

As a Technical Support Analyst you will use your best-in-class technical abilities to assist our global customers to keep their business running using our best-in-class products.

Duties and responsibilities:

• Addressing advanced to complex issues by providing courteous, efficient, and professional technical support over the phone and via email to customers across a broad range of industries. 
• Providing support case follow-up until resolution and ensuring proper escalation procedures are followed for unresolved issues.
• Managing customer expectations and competing priorities
• Troubleshooting: the use of sophisticated tools, analysis of logs, and coordination of all available resources to resolve issues.
• Conducting research on customer incidents, and other duties as assigned.
• Using your written communication skills to update case documentation as well as using, modifying and creating knowledge base articles.
• Escalating issues and working directly with Research and Development to resolve complex support problems.
• Working on customer support related projects as assigned.
• Occasional weekend duties will be required.

Skills, qualifications and preferred experience:

The successful candidate will have a combination of the following:

• At least 3 years of customer-facing Technical Support 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 design practical solutions to technical support problems. Candidates with more experience are also sought.
• Highly motivated, independent and flexible, with strong team-directed abilities and a collaborative, ‘whatever it takes’ attitude.
• Demonstrable experience in guiding and coaching other team members in a Customer Support capacity.
• Exposure to the installation, configuration, administration and troubleshooting, or otherwise advanced use of, the BMC Remedy IT Service Management Suite, particularly:
• Remedy Action Request System
• Atrium CMDB database
• Remedy MidTier
• IT Service Management (ITSM) applications
• Digital Workplace/MyIT
• SmartIT
• The Ability to duplicate a customer's specific software error in order to define the cause.
• Experience debugging with software development tools.
• Strong verbal and written communication English language skills and the ability to interpret and answer complex technical questions, provide customer follow-up and contribution to knowledge base content.
• Candidates with strong verbal and written communication in Japanese or Mandarin Chinese will be advantageously considered.

What you’ll find working for us:

We’re a big Company with a start-up attitude and you’ll become part of an innovative, digital workforce.  We are highly motivated by employee experience; we dream big, work smarter and live happier. Our culture is flexible and inclusive with benefits and perks to match.  

You’ll join a team of great people who are highly committed, innovative, passionate and results focused.  We celebrate success and we don’t forget about fun – humor is without doubt an essential part of our day!  From our open plan offices and our collaborative technologies, to the way we engage the eco-system around us, we work as one team with integrity.

You’ll have access to the best training on our products, expanding your skill set through our on-boarding programs and ongoing training to give you the independence to grow with us.