Technical Support Analyst

Basic Information

Country:

Israel

State:

NA

City:

ISR Tel Hai

Date published:

25-Mar-2019

Job ID:

25255

Description and Requirements

BMC 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.


BMC is looking for a technical support analyst who is customer focused and technically skilled. 

The Technical Support Analyst is responsible for working with customers to diagnose, troubleshoot, debug and resolve product issues of moderate scope.

This individual takes ownership of and exercises judgment within defined procedures and practices to determine appropriate actions to resolve customer issues.

Primary Responsibilities:

  • Ensure customer success and satisfaction by providing solutions to complex technical problems remotely via web and phone support.
  • Recreate and simulate customer scenarios.
  • Manage product problems through support analysis sessions.
  • Work directly with R&D to resolve complex support problems
  • Provide Introductory Training to customers when upon call.
  • Review and approve cases according to the escalation procedure.
  • Prepare for and supports new products within the technical area.
  • Include product documentation review and revisions.
  • Work on customer support related projects as assigned.
  • Test resolutions provided by development and package for release to customers.

Qualifications:

  • Experience supporting software products in a software company environment, with demonstrable knowledge of support processes and procedures, as well as a proven ability to design practical solutions to technical support problems.
  • Experience in debugging with software development tools.
  • Applications administration and troubleshooting.
  • Must be a highly motivated, independent and flexible person with the strong team directed abilities and a collaborative Whatever it takes attitude.
  • Ability to duplicate a customer's specific software error to define the cause.
  • Must have strong verbal and written communication skills for technical presentations, product demonstrations, answering technical questions, and customer follow-up.
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.