Specialist - Technical Support Analyst - Singapore

Basic Information

Country

Singapore

State

NA

City

Parkview SQ

Date Published

20-Sep-2021

Job ID

31605

Travel Amount

up to 10%

Description and Requirements


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

  • Providing support case follow-up until resolution and ensuring proper escalation procedures are followed for unresolved issues.
  • Managing customer expectations and competing priorities
  • 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.
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.