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BMC Software Ltd
  Company Profile
BMC Software, Inc (NYSE: BMC), is a leading provider of enterprise management solutions that empower companies to manage IT from a business perspective. Delivering Business Service Management, BMC Software solutions span enterprise systems, applications, databases and service management. Founded in 1980, BMC Software has offices worldwide and posted fiscal 2006 revenues of more than $1.49 billion.
  Job Details 

Technical Supp Analyst - Pune

Posted On:  11/26/2019 4:14:54 AM

Assoc Staff Technical Supp Analyst

No. of vacancies:  1
Qualifications:  Graduate
Essential Skills: 
Not specified
Minimum Total Experience:  2
Job Tenure:  Full-time Only
Salary Offered:  Best as per company standards
Job Location:  Pune Maharashtra India

  Job Description
Position Summary

A Technical Support Analyst is responsible for assisting BMC Software customers with their queries and problems with assistance from other Technical Support Analysts and Developers.

Essential Job Functions

Technical Support Analysts will typically qualify as first contact for some products and as backup for others. Their job function will be dependent on their product knowledge of the case being worked on at that time.

Specific Job functions for Technical Support Analyst

Ø Customer relationship management.
Ø Quality management.
Ø Service level management.
Ø Identifying own education and training needs.
Ø Deputising for supervisors, peers and subordinates.
Ø Project work related to customer support projects.
Ø Complying with the documented QMS and where applicable to make recommendations for potential improvement to the QMS
Ø In-depth search of Vantive database and other information sources and product related documentation as needed
Ø Detailed analysis of customer query or problem
Ø Verifying the information collected by the Associate Technical Support Analyst including the severity level and priority.
Ø Problem reproduction.
Ø Communicating with the customer to assist diagnosis of complex problems.
Ø Daily management of cases that the individual is assisting with.
Ø Mentoring.
Ø Deputising for supervisors, peers and subordinates.
Ø Creating workarounds, failures, requests and resolutions as applicable.
Ø Providing local country on-site assistance.
Ø Summarising cases prior to escalation.
Ø Back up of Associate Technical Support Analysts.
Ø Reviewing and approving cases according to procedure for escalation

Job functions that a Technical Support Analyst may be asked to undertake:-

Customer Support Product Line Coordinator

A Product Line Coordinator will be recognised for his/her superior knowledge of a specific product line as well as:

Ø Workload management of cases for a Product Line.
Ø Representative of the Customer Support organization for the Product Line.
Ø Communicating regularly with RandD and support organisations in other geographies to solve customer problems and to provide feedback from the field.
Ø Involvement in the GA process to approve the release of Products for a Product Line.
Ø Enhance technical knowledge of the Technical Support Analysts working on a Product Line.
Ø Leading a "virtual team" of specialists from a technical perspective.
Ø Organizing meetings/workshops to collect and/or distribute information about a Product Line
Ø Assure the right level of support for all products of a Product Line.

Education, Experience and Special Skills

The amount of previous experience and the level of ability in these skills will determine the level of the Technical Support Analyst.

Ø Customer service and interpersonal skills.
Ø Problem solving ability.
Ø Ability to learn quickly.
Ø Attention to detail and ability to follow procedures.
Ø Team player.
Ø Excellent oral and written communication skills. Ø Self-motivated.
Ø Innovative thinking.
Ø In depth computer skills for a specialist area and competent skills in a related area.
Ø BMC Software product knowledge in appropriate disciplines
Ø Fluency in English is required for all Technical Support Analyst as well as fluency in the local country language.

  Contact Information
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