Logo of Huzzle

Home

Matches

Explore

Manage

Customer Support Analyst - India

image

BMC Software

Jan 16, 2025

Applications are closed

  • Job
    Full-time
    Junior & Mid Level
  • Customer Relations
    IT & Cybersecurity
  • Pune

Requirements

  • You have the ability to embrace, live, and breathe our BMC values every day!
  • 1-4 Years of experience handling BMC Remedy AR,SRM,Digital Workplace, Digital Workplace Catalog and Innovation Studio from customer, consultancy and support standpoint.
  • In depth troubleshooting and analytical knowledge in these BMC product areas.
  • Bachelor degree from any stream – Full Time

Responsibilities

  • Provides courteous, efficient, and professional technical support by phone and email to customers across a broad range of industries.
  • Works beyond routine tasks, utilizing increasingly specialized knowledge of relevant BMC technologies.
  • Exercises systematic proficiency in some specialized skills which display depth and breadth within a single BMC application OR several BMC applications/technologies.
  • Troubleshoots intermediate to advanced problems and recommends appropriate actions.
  • Uses professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways.
  • Provides support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues and manages customer expectations and competing priorities.
  • Conducts research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned.
  • Uses written communication skills to update case documentation as well as using, modifying, and creating knowledge base articles.
  • Escalates issues and works directly with Research and Development to resolve complex support problems.
  • May work on customer support related projects as assigned.
  • Periodic weekend work will likely be required.

FAQs

What is the job title for this position?

The job title is Customer Support Analyst.

Where is this position located?

This position is based in India.

What type of experience is required for this role?

The role requires 1-4 years of experience handling BMC Remedy AR, SRM, Digital Workplace, Digital Workplace Catalog, and Innovation Studio from customer, consultancy, and support standpoints.

What educational qualifications are necessary for this role?

A Bachelor’s degree from any stream is required for this role.

What kind of support will I be providing as a Technical Support Analyst?

You will provide courteous, efficient, and professional technical support by phone and email to customers across various industries, focusing on troubleshooting and resolving intermediate to advanced problems.

Are there opportunities for career growth in this role?

Yes, this role offers opportunities to contribute to BMC's success while developing your technical and interpersonal skills in a supportive environment.

Will I need to work on weekends?

Yes, periodic weekend work will likely be required.

What values are emphasized in BMC's work environment?

BMC values trust, diversity, community involvement, and supporting employee well-being and authenticity.

Is there a possibility for career re-entry after a break?

Yes, the role is eligible for candidates who have taken a break in their career and want to re-enter the workforce.

What is the midpoint salary for this position?

The midpoint of the salary band for this role is 1,167,000 INR. Actual salaries depend on various factors, including skills and experience.

Are there benefits in addition to salary?

Yes, other rewards may include a variable plan and country-specific benefits.

How does BMC handle equal opportunity employment?

BMC is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender, gender expression, gender identity, national origin, disability, marital status, pregnancy, disabled veteran status, or status as a protected veteran.

Can I apply if I am unsure whether I meet all qualifications?

Yes, if you are excited about BMC and the team, you are encouraged to apply, even if you are unsure about meeting all qualifications.

image

BMC Software

Run and Reinvent

Technology
Industry
5001-10,000
Employees
1980
Founded Year

Mission & Purpose

BMC Software is a global technology company that specializes in providing software solutions for IT service management, automation, and digital transformation. They offer a range of products and services to help organisations streamline their IT operations, improve efficiency, and enhance customer experiences. BMC's ultimate mission is to empower businesses with innovative technology and digital solutions, enabling them to adapt and thrive in the ever-evolving digital landscape. Their purpose lies in simplifying and optimising IT processes, driving business agility and growth, and delivering exceptional value to their customers. By leveraging their expertise in IT service management and automation, BMC aims to be a strategic partner for businesses seeking to transform their IT operations and deliver seamless and reliable digital services to their users and customers worldwide.