Technical Support Analyst

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.
• Candidates with strong verbal and written communication in Japanese or Mandarin Chinese will be advantageously considered.

What you'll find working for us:

We're a big Company with a start-up attitude and you'll become part of an innovative, digital workforce. We are highly motivated by employee experience; we dream big, work smarter and live happier. Our culture is flexible and inclusive with benefits and perks to match.

You'll join a team of great people who are highly committed, innovative, passionate and results focused.We celebrate success and we don't forget about fun – humor is without doubt an essential part of our day From our open plan offices and our collaborative technologies, to the way we engage the eco-system around us, we work as one team with integrity.

You'll have access to the best training on our products, expanding your skillset through our onboarding programs and ongoing training to give you the independence to grow with us.

BMC is an Equal Opportunity Employer.

It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, colour, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, 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. BMC Software helps leading companies around the world put technology at the forefront of business transformation, improving the delivery and consumption of digital services. From mainframe to cloud to mobile, BMC delivers innovative IT management solutions that have enabled more than 15,000 customers to leverage complex technology into extraordinary business performance - increasing their agility and exceeding anything they previously thought possible.