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Customer Technical Support Specialist - India

7.00 to 15.00 Years   Hyderabad   28 Sep, 2022
BMC Software
Job LocationHyderabad
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaTechnical Support / Helpdesk
EmploymentTypeFull-time

Job Description

    • Provides courteous, efficient, and professional technical support by phone and email to customers across a broad range of industries.
    • Works beyond routine tasks, utilizing increasingly specialized knowledge of relevant BMC technologies.
    • Exercises systematic proficiency in some specialized skills which display depth and breadth within a single BMC application OR several BMC applications/technologies.
    • Troubleshoots intermediate to advanced problems and recommends appropriate actions.
    • Uses professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways.
    • Provides support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues.
    • Manages customer expectations and competing priorities.
    • Conducts research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned.
    • Uses written communication skills to update case documentation as well as using, modifying, and creating knowledge base articles.
    • Escalates issues and works directly with Research and Development to resolve complex support problems.
    • May work on customer support-related projects as assigned.
    • Periodic weekend work will likely be required.
    Experience/ Qualifications:
    • 7-15 Years of experience handling BMC Remedy ITSM across modules ARS/SRM/SLM/ SmartIT/Smart Reporting/CMDB/DWP/SSO customers from consultancy and support standpoint.
    • In depth troubleshooting and analytical knowledge in these BMC product areas.
    • Bachelor degree from any stream Full Time
    ,

Keyskills :
technical supporttroubleshootingcomputer hardwaredispatchmailresearch

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