Career Info:-
Company Name: BMC Software
Company Website: www.bmc.com
Job Location: Pune
Job Role: Assoc
Technical Supp Analyst
Job Experience: 1-3 Years
Job Eligibility: BS Degree
Job Summary:
Candidate
should be a BS Degree from a recognized university.
Requires
a BS degree or equivalent experience in diagnosing and troubleshooting
electronic systems and/or customer service on computer systems and in
programming software for systems and/or applications.
BMC
is an Equal Opportunity Affirmative Action Employer.
Strong
communication , prior experience in BMC CMDB preferred.
Prior
experience in customer facing role like support or consulting preferred but not
required.
Job Description:
Responsible
for providing technical support to field engineers, technicians, product
support and company customers who are diagnosing, troubleshooting, repairing
and debugging complex electro/mechanical equipment, computer systems and/or
complex software.
In
a less sophisticated environment, as with many applications products where the
user is non-technical, this position would generally interact with product
support when they cannot resolve a customer problem directly.
Reports
design, reliability and maintenance problems or bugs to design
engineering/software engineering.
May
be involved in customer installation and training.
Follows
standard practices and procedures in analyzing basic issues.
Validates,
documents and escalates design, reliability and maintenance problems or bugs to
engineering or more senior TSAs.
Deliver
appropriate level of service based on service level agreements.
Manage
customer relations and create a clear and accurate log of interactions with
customers.
Project
work related to customer support projects.
Ensuring
the correct severity level and priority are assigned to the customer query or
problem.
Initial
search of customer support, knowledge base systems, and product related
documentation as needed.
Communicating
workarounds and fixes to the customer.
Verifies
that workarounds and fixes are acceptable to the customer and then closing the
case.
Job Skills:
Excellent Communication skills.
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