Technical Support Analyst

Description and Requirements
"At BMC trust is not just a word - it's a way of life"
Description And Requirements
Hybrid
"At BMC trust is not just a word - it's a way of life"
We are an award-winning, equal opportunity, culturally diverse, fun place to be. Giving back to the community drives us to be better every single day. Our work environment allows you to balance your priorities, because we know you will bring your best every day. We will champion your wins and shout them from the rooftops. Your peers will inspire, drive, support you, and make you laugh out loud

We help our customers free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead - and are relentless in the pursuit of innovation

Are you a natural problem solver?

Are you driven to understand 'why'?

Do you find that knowing what something does is far less interesting than understanding how it does it?

Do you enjoy helping other people to get things going?

If you answered 'Yes' to all of the above, and you have a background in Software then you may be just the person we are looking for.

As a Technical Support Analyst you will assist our global customers to keep their business running using our best-in-class products.

Duties And Responsibilities

• Addressing basic to advanced issues by providing courteous, efficient, and professional technical support over the phone and via email to customers across a broad range of industries.
• Providing support case follow-up until resolution and ensuring proper escalation procedures are followed for unresolved issues.
• Managing customer expectations and competing priorities
• Troubleshooting: the use of sophisticated tools, analysis of logs, and coordination of all available resources to resolve issues.
• Conducting research on customer incidents, and other duties as assigned.
• Using your written communication skills to update case documentation as well as using, modifying and creating knowledge base articles.
• Escalating issues and working directly with Research and Development to resolve complex support problems
• Working on customer support related projects as assigned.
• Occasional weekend duties will be required

Skills, Qualifications And Preferred Experience
The successful candidate will have a combination of the following:

• 2+ years of customer-facing Technical Support 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 design practical solutions to technical support problems.
• Highly motivated, independent and flexible, with strong team-directed abilities and a collaborative, 'whatever it takes' attitude.

• Exposure to the installation, configuration, administration and troubleshooting, or otherwise advanced use of, the BMC Remedy IT Service Management Suite and/or related apps would be a great advantage, particularly:

• Helix ITSM, Platform and Applications

• Helix Operations Manager
• Helix Discovery

• Helix Optimization

• 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 English language skills and the ability to interpret and answer complex technical questions, provide customer follow-up and contribution to knowledge base content.

Our commitment to you
BMC's culture is built around its people. We have 6000+ brilliant minds working together across the globe. You won't be known just by your employee number, but for your true authentic self. BMC lets you be YOU

If after reading the above, You're unsure if you meet the qualifications of this role but are deeply excited about BMC and this team, we still encourage you to apply We want to attract talents from diverse backgrounds and experience to ensure we face the world together with the best ideas

BMC is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender, gender expression, gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status as a protected veteran. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.

BMC Software maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process.

Our commitment to you
BMC's culture is built around its people. We have 6000+ brilliant minds working together across the globe. You won't be known just by your employee number, but for your true authentic self. BMC lets you be YOU

If after reading the above, You're unsure if you meet the qualifications of this role but are deeply excited about BMC and this team, we still encourage you to apply We want to attract talents from diverse backgrounds and experience to ensure we face the world together with the best ideas

BMC is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender, gender expression, gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status as a protected veteran. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.