Discipline -
Technology Enablement
Role Type -
BMC Technology Enablement - Generalist - Senior Associate - APAC & UK
The opportunity
We are looking for passionate professionals who will be responsible for supporting & managing EY digital products and technologies. Ideal candidate will be someone coming from product/technology support background who have experience resolving customer queries & ensuring that a high standard of customer service is maintained. This role requires flexibility to work in a 24/7 shift environment, including weekends and holidays, to ensure continuous support for EY digital products and technologies.
Your key responsibilities
- Resolve customer queries promptly and professionally, ensuring a high standard of customer service is consistently maintained.
- Manage shift operations, including handovers, resource allocation, and ensuring coverage across all support hours.
- Coordinate shift schedules and maintain shift rosters to ensure adequate staffing and smooth transitions between shifts.
- Handle on-call issue management, including responding to urgent incidents outside regular hours, escalating as needed, and ensuring timely resolution.
- Learn new technologies and products, staying updated with the evolving technology landscape to enhance support capabilities.
- Work productively while maintaining exceptional standards in call and data quality.
- Monitor personal support tasks and incoming work via ServiceNow, ensuring timely attention and resolution.
- Review open tickets assigned for updates from requesters and ensure all communications are acknowledged within 24 hours.
- Troubleshoot and resolve issues in line with agreed SLAs and personal expertise.
- Escalate tickets appropriately to vendors, other teams, or support staff when resolution requires external or specialized input.
- Ensure all assigned tickets are updated with clear status descriptions and progress notes.
- Participate in shift handover meetings, documenting key updates, unresolved issues, and action items for the incoming team.
- Maintain on-call logs and incident records, contributing to post-incident reviews and continuous improvement efforts.
Shift Pattern
- APAC - 600 AM to 330 PM (130 AM to 1100 AM UK time)
- UK - 130 PM - 1100 PM (()900 AM to 630 PM UK time)
Skills and attributes for success
- Experience in collaborating and working with cross-functional teams to plan, deliver and execute successfully.
- Experience working in different shifts
- Should have good customer and technology-based support skills.
- Keep process, technical, operational and knowledge (of self) maintained / updated
- Should be excellent in communication (Verbal + Written)
To qualify for the role, you must have
- 3+years customer support experience with technology applications or software s
- Good knowledge of PC technologies e.g. Windows, MacOS, Office suite. Etc
- Excellent written and spoken English language skill
- Experience managing user access/product administration & customer management
- Experience tracking work pipeline and deliver as per defined SLA & commitments
- Excellent written and verbal communication with stakeholders across geography
Ideally, you ll also have
- To think strategically/end-to-end with result-oriented mindset
- To build rapport within the firm and win the trust of the clients
Technologies and Tools
- Software or Marketing technology products
- MS Office tools (Word, Excel, IE); web/production technologies such as HTML, XML, JavaScript, and CSS
- Analytical mind-set and problem-solving capability.
- Passionate about new technologies and digital products
- Enthusiastic and self-motivated, with the ability to lead projects proactively.
- Meticulous attention to detail, with an overall passion for continual improvement.
- Innovative and creative, with a logical and methodical approach to problem solving.
- Credible and articulate, with excellent communication, presentation and interpersonal skills.
- Ability to think strategically and guide marketers of different levels with the best practices and industry trends
What we offer
-
Continuous learning
You ll develop the mindset and skills to navigate whatever comes next. -
Success, as defined by you
We ll provide the tools and flexibility, so you can make a meaningful impact, your way. -
Transformative leadership
We ll give you the insights, coaching and confidence to be the leader the world needs. -
Diverse and inclusive culture
You ll be embraced for who you are and empowered to use your voice to help others find theirs.
