Basic Information

Country:

India

State:

Maharashtra

City:

Pune

Date Published:

19-Sep-2025

Job ID:

45758

Travel:

You may occasionally be required to travel for business

Looking for details about our benefits? You can learn more about them by clicking HERE

Description and Requirements

Hybrid: #LI-Hybrid

"At BMC trust is not just a word - it's a way of life!"

We are an award-winning, equal opportunity, culturally diverse, fun place to be. Giving back to the community drives us to be better every single day. Our work environment allows you to balance your priorities, because we know you will bring your best every day. We will champion your wins and shout them from the rooftops. Your peers will inspire, drive, support you, and make you laugh out loud! 

We help our customers free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead - and are relentless in the pursuit of innovation! 

To ensure you’re set up for success, you will bring the following skillset & experience:

Customer service and interpersonal skills.
Problem solving ability.
Ability to learn quickly.
Good Time Management
Attention to detail and ability to follow procedures.
Team player.
Excellent oral and written communication skills.
Self-motivated.
Fluency in written and spoken English is essential.
General I.T. knowledge would be an advantage.

Roles & Responsibilities:

Answer and route incoming customer telephone calls, e-mail, Web-issues to the appropriate product groups.
Resolve customer care issues for customers sometimes liaising with other departments within BMC to assure an accurate and timely resolution and correctly maintain the Service Cloud database.
Assign an appropriate severity level and priority to the customer query or problem within the Service Cloud application.
Create and correctly route Service Cloud cases to the various product support groups.
To review and work on the individual feedback from the various support functions regarding Service Cloud case processing.
Provide both written and over the phone English language support and translations for customer support cases.
Meet defined customer and region service level objectives and to plan and achieve the quarterly individual and team key targets.
Identify own education and training needs and build a personal development plan with the Team Lead.
To provide mentorship and training for new members to the CCC team.
Deputising for peers.
This position holds key relationships with the BMC Software customers, BMC Software Partners and Resellers, Customer Support Managers, Customer Contact Centre Team Leader, Customer Contact Centre Manager, Technical Support Analysts, Software Consultants, Developers and Sales Personnel.
Act as knowledge champion helping improve the quality of Knowledge Base.
Utilize the internal BMC systems during the support process and find new, innovative ways to make the process more efficient.
Identifies areas of business improvements and thus solving them with minimum direction
Shares knowledge as a process, mentors team members and invests time in helping the whole team perform better
This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities, or contracted, as management may deem necessary.

CA-DNP

Our commitment to you!

BMC’s culture is built around its people. We have 6000+ brilliant minds working together across the globe. You won’t be known just by your employee number, but for your true authentic self. BMC lets you be YOU!

If after reading the above, You’re unsure if you meet the qualifications of this role but are deeply excited about BMC and this team, we still encourage you to apply! We want to attract talents from diverse backgrounds and experience to ensure we face the world together with the best ideas!

BMC is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender, gender expression, gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status as a protected veteran. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.

BMC Software maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process.

At BMC we believe in pay transparency and have set the midpoint of the salary band for this role at 910,000 INR. Actual salaries depend on a wide range of factors that are considered in making compensation decisions, including but not limited to skill sets; experience and training, licensure, and certifications; and other business and organizational needs.

The salary listed is just one component of BMC's employee compensation package. Other rewards may include a variable plan and country specific benefits.

We are committed to ensuring that our employees are paid fairly and equitably, and that we are transparent about our compensation practices.

We use AI technology to support parts of our recruitment process, but people—not algorithms—make all final hiring decisions. AI may assist with tasks like scheduling, screening for role alignment, or helping us manage large volumes of applications more efficiently. However, candidates are reviewed by a member of our recruitment team, and interviews and hiring decisions are always made by people. We’re committed to ensuring that technology enhances fairness, efficiency, and the candidate experience—never replaces genuine human judgment.

(Returnship@BMC)

Had a break in your career? No worries. This role is eligible for candidates who have taken a break in their career and want to re-enter the workforce. If your expertise matches the above job, visit to https://bmcrecruit.avature.net/returnship know more and how to apply.