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For your reference, we have included the original job posting below.
Technical Supp Analyst - India
Job Number:
25736113
Company Name:
BMC Software
Job Location:
Pune, IN
Job Category:
Information Technology
Technical Supp Analyst - India
Technical Supp Analyst - India
Job ID 10806 Location IND Pune Functional Area Product Development Department ESM_SUPPORT Employment Category Full-Time Regular Education Required Bachelors Degree
Experience Required 3 - 5 Years
Relocation Provided Yes
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
Responsible for providing technical support of BMC/Remedy products and related software products. Job scope includes trouble shooting and solving issues of moderate to complex scope related to AR system products and integrations. Identify and report design defects to higher levels of Support. Work with other engineers to drive to issues to resolution.
Duties/Responsibilities of Position: . Respond to and resolve all customer inquiries (via phone, e-mail, web) . Maintain high level of customer satisfaction . Maintain clear and concise ticket documentation with all required data and fields . Escalate service requests and issues appropriately . Exercise independent thought within defined procedures and practices . Manage priorities and act on factors that create priorities . Prepare for and support new products within technical area . Generate Knowledge Base entries
Position Specific Competencies/Skills Required: . Knowledge of Remedy AR System . knowledge and understanding in Windows/UNIX system administration . knowledge and understanding of Database Administration, Oracle, SQL, DB2 etc. . Knowledge and understanding of Crystal Reports . Knowledge and understanding of ODBC . Knowledge and understanding of Networking concepts. . Knowledge and troubleshooting of SQL Queries. . Basic office skills (Word, Outlook, Excel) . Exceptional trouble shooting ability . Proven customer service management expertise . Excellent written & verbal communication . Ability to learn and effectively utilize Customer Support tools/resources . Proactive in learning new versions, products, modules
Additional technical skills (preferred)
. Knowledge and understanding of BMC-Remedy Products . Knowledge of ITSM Applications . Basic Concepts of ITIL. . ITIL Foundation certification. . Good concepts on Application workflow - should have an understanding of workflow concept. .
Experience/Education Required/Desired: . BS degree in CS or related technical field OR equivalent experience in programming software for systems and/or applications Special Considerations: . Weekend and holiday work may be required . Travel may be required
