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For your reference, we have included the original job posting below.
Technical Supp Analyst - India
Job Number:
24332728
Company Name:
BMC Software
Job Location:
Pune, IN
Job Category:
Information Technology
Technical Supp Analyst - India
Technical Supp Analyst - India
Job ID 10244 Location IND Pune Functional Area Product Development Department NO_COST_CENTER Employment Category Full-Time Regular Education Required Bachelors Degree
Experience Required 3 - 5 Years
Relocation Provided
Position Description
BMC is seeking a technically savvy, customer focused Technical Support Analyst. The Technical Support Analyst is responsible for working with customers to diagnose, troubleshoot, debug and resolve product issues of moderate scope. This individual takes ownership of and exercises judgment within defined procedures and practices to determine appropriate actions to resolve customer issues. Primary Responsibilities:- 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- Provide Introductory Training to customers when called upon.- Validates, documents and escalates design, reliability and maintenance problems or bugs. Builds and maintains appropriate test environments. - May review and approve cases according to the escalation procedure. - Prepares for and supports new products within technical area - may include product install and documentation review. - Work on customer support related projects as assigned.- Test resolutions provided by development and package for release to customers. Position Requirements
The ideal candidate must have experience supporting software products 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. - Experience debugging with software development tools.- Applications administration and troubleshooting.- Must be a highly motivated, independent and flexible person with strong team directed abilities and a collaborative Whatever it takes attitude.- Ability to duplicate a customer's specific software error in order to define the cause.- Must have strong verbal and written communication skills for technical presentations, product demonstrations, answering technical questions, and customer follow-up. BMC is an Equal Opportunity Affirmative Action Employer. Position Attributes
Knowledge of working with Software As A Service(SAAS) support model is important. Knowledge of WorkFlow and a analytical skills is must - Working with platform is an added advantage.
