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For your reference, we have included the original job posting below.
Sr Technical Supp Analyst - India
Job Number:
24136843
Company Name:
BMC Software
Job Location:
Pune, IN
Job Category:
Information Technology
Sr Technical Supp Analyst - India
Sr Technical Supp Analyst - India
Job ID 10306 Location IND Pune Functional Area Product Development Department ESM_PRODUCT_ORGANIZATION Employment Category Full-Time Regular Education Required Bachelors Degree
Experience Required 5 - 7 Years
Relocation Provided
Position Description BMC is seeking a savvy, customer focused Sr. Technical Support Analyst. The Sr. Technical Support Analyst is responsible for working with customers to diagnose, troubleshoot, debug and resolve product issues of moderate scope. Takes ownership of and exercises judgment within defined procedures and practices to determine appropriate actions to resolve customer issuesRoles and Responsibilities:You will assist internal and external customers with their use of the company's products. You will communicate with customers, troubleshoot issues and determine their root cause, and deliver solutions and workarounds. With the highly technical nature of our products, good technical skills and an aptitude for understanding complex technical concepts are required.- Ensure customer success and satisfaction by providing solutions to complex technical problems remotely via web and phone support.- Manage product problems through support analysis sessions.- Escalate and work directly with Research and Development to resolve complex support problems. Position Requirements - Proven programming skills.- Applications development, administration and troubleshooting. Experience in debugging tools, Application administration & troubleshooting techniques.- Must be a highly motivated, independent and flexible person with strong team directed abilities and a collaborative Whatever it takes attitude.- Must have strong client support/problem solving skills as this candidate will be customizing applications, running reports, doing development, and may be handle some IT responsibilities.- Must posses expert troubleshooting skills to analyze software issues and communicate the best resolution to Development and to the customers.- Personality and attitude to tactfully support incoming customer technical support requests.- Ability to evaluate, understand and articulate customer complaints about software functionality and whether a solution is possible.- Must have strong verbal and written communication skills for answering technical questions, and customer follow-up. BMC is an Equal Opportunity Affirmative Action Employer. Position Attributes 1. Windows/UNIX (Solaris) OS knowledge with system administration skill 2. Exposure to common troubleshooting tools [i.e. Jprofiler, AppSight, Win Debugger etc,] 3. Exposure to Web and application server technologies [Tomcat, Apache, JBOSS etc] 4. Understanding of networking technology, SNMP protocol etc. 5. Exposure to RDBMS concepts or any Database. [Oracle, Sybase, SQL] 6. Basic / Intermediate knowledge of Java based technologies 7. Exposure to Cloud Computing & Virtualization technologies [VMware etc]
