Description and Requirements Position Description : Responsible for providing intermediate to advanced technical support to assist our global customers to keep their business running using our best-in-class products.
Primary Roles and Responsibilities :
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.
7+ years of related experience supporting software products, ideally in a software company environment, with demonstrable knowledge of support processes and procedures, as well as a proven ability to describe and practical solutions to technical support problems.
Highly motivated, independent and flexible, with strong team-directed abilities and a collaborative attitude.
Ideally, exposure to the installation, configuration, administration and troubleshooting, or otherwise advanced use of, relevant BMC products.
The Ability to duplicate a customer's specific software error in order to define the cause.
Experience debugging with software development tools.
Strong verbal and written communication skills (English, with the possibility of other languages) and the ability to interpret and answer complex technical questions, provide customer follow-
up and contribute to knowledge base content.
BMC helps customers run and reinvent their businesses in the digital age by tackling their IT management challenges, championing their innovation, and celebrating their success.
Every BMC employee has the potential to have a tremendous impact on customer success and when customers thrive, we all do.
BMC offers bold and fearless career-seekers like you the opportunity to expand your skills, your network, and your horizons as you work to enable customer growth and innovation every day.
You will be surrounded by peers who inspire you, drive you, support you, and make you laugh out loud, in an environment that fosters individuality, respect, and personal ambition.
It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.