BMC Product Enablement Generalist - Senior Associate

Role Overview: At EY, we are looking for passionate professionals to join the Technology Enablement team as a BMC Technology Enablement Generalist Senior Associate in the APAC & UK regions. As part of this role, you will be responsible for supporting and managing EY digital products and technologies, ensuring a high standard of customer service is consistently maintained. This position requires flexibility to work in a 24/7 shift environment, including weekends and holidays. Key Responsibilities: - Resolve customer queries promptly and professionally, maintaining a high standard of customer service. - Manage shift operations, including handovers, resource allocation, and ensuring coverage across all support hours. - Coordinate shift schedules and maintain rosters for adequate staffing and smooth transitions. - Handle on-call issue management, including responding to urgent incidents outside regular hours and ensuring timely resolution. - Stay updated with evolving technology landscape to enhance support capabilities. - Maintain exceptional standards in call and data quality. - Monitor personal support tasks and incoming work via ServiceNow for timely resolution. - Troubleshoot and resolve issues within agreed SLAs and personal expertise. - Escalate tickets appropriately when resolution requires external input. - Participate in shift handover meetings and contribute to post-incident reviews for continuous improvement. Qualification Required: - 3+ years of customer support experience with technology applications or software. - Good knowledge of PC technologies such as Windows, MacOS, and Office suite. - Excellent written and spoken English language skills. - Experience managing user access, product administration, and customer management. - Experience tracking work pipeline and delivering as per defined SLAs and commitments. Additional Details: EY Global Delivery Services (GDS) is a dynamic and truly global delivery network operating across six locations. In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. Continuous learning, transformative leadership, and a diverse and inclusive culture are some of the key aspects of working at EY. Note: Technologies and tools commonly used include software or marketing technology products, MS Office tools, and web/production technologies like HTML, XML, JavaScript, and CSS.,