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| Job Location | Pune |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | IT - Software |
| Functional Area | Technical Support / Helpdesk |
| EmploymentType | Full-time |
Description and RequirementsBMC 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.Responsible for providing advanced technical support for complex problems 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 over the phone and email to customers across a broad range of industries.Uses professional concepts & company policies & procedures to solve a wide range of difficult problems in imaginative & practical ways.Works on complex problems where analysis of situations or data requires an in-depth evaluation of various factors and to recommend appropriate corrective action.Will have sufficient experience to be able to develop new investigative methods & procedures.Exercises systematic proficiency in some specialized skills which display depth & breadth within several BMC applications/technologies.Conducts research on customer incidents to help create reusable solutions, and other duties as assigned.Uses written communication skills to update case documentation, to create, modify, assess and approve the publication of Knowledge Articles.Escalates issues and works directly with Research and Development to resolve complex support problemsProvides input for and participates periodically in projects or project teams.Periodic weekend work will likely be required.Qualifications7+ years of experience in diagnosing and troubleshooting technical issues.Atrium CMDB technical requirements are for candidate to be experienced in either supporting /maintaining CMDB .Strong understanding of Single Sign On functionality .End to end implementation of Remedy SSOHas excellent communication and interpersonal skills.Highly motivated, independent and flexible, with strong team-directed abilities and a collaborative attitude.Focus on customer satisfaction with the ability to provide problem resolution in a timely manner.Can be relied upon to take control of difficult technical problems or customer situations to restore calm and find solutions.Increasingly independent and able to contribute to the development of new methods & procedures where they become required.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.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.,
Keyskills :
sla troubleshooting accounts activedirectory mainframe research development itmanagement knowledgebase technicalsupport problemresolution oliciesprocedures customerfollowup