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BMC Software
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Staff Specialist Technical Support Analyst

Staff Specialist Technical Support Analyst

BMC Software

6 - 10 years

0 Lacs

pune maharashtra

Posted:1 day ago| Platform: Shine logo

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Skills Required

troubleshooting bmc remedy itsm analytical knowledge

Work Mode

On-site

Job Type

Full Time

Job Description

Role Overview: At BMC, we are seeking innovative customer champions to join our Technical Support Team in Pune, India. As a part of this enthusiastic team, you will play a crucial role in helping businesses worldwide run and reinvent. You will be managing customer expectations, conducting research on incidents, escalating issues to resolve complex problems, troubleshooting advanced issues, and ensuring customer satisfaction. As an integral part of BMC, you will have the opportunity to learn, contribute to global projects, and be an innovator in problem-solving. Key Responsibilities: - Manage customer expectations, conduct research on incidents, and create Knowledge Articles and reusable solutions - Escalate issues and collaborate with Research and Development to resolve complex support problems - Utilize professional concepts and company policies to solve a wide range of difficult problems in imaginative and practical ways - Troubleshoot intermediate to advanced problems, recommend appropriate actions, and provide support case follow-up until resolution - Ensure proper escalation procedures are followed for unresolved issues Qualifications Required: - Embrace and embody BMC values daily - Minimum 6 years of experience handling BMC Remedy ITSM across modules ARS/SRM/SLM/ SmartIT/Smart Reporting/CMDB/DWP/SSO - In-depth troubleshooting and analytical knowledge in BMC product areas - Bachelor's degree from any stream on a Full-Time basis - Comfortable with periodic weekend work Additional Company Details: BMC is an award-winning, equal opportunity, culturally diverse organization that values giving back to the community. Our work environment supports work-life balance and encourages employees to bring their best every day. We are committed to empowering our employees, championing their wins, and fostering a collaborative and inspiring atmosphere. At BMC, we believe in attracting diverse talents and ensuring fair and transparent compensation practices for all employees.,

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Staff Specialist Technical Support Analyst