Staff Technical Support Analyst - Guadalajara

Basic Information







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Description and Requirements

Job Function & Responsibilities:

Seeking a technically savvy, customer focused Technical Support Analyst for Remedy system products. 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 technical problems remotely via web, email and phone support.
  • Manage product problems through support analysis sessions.
  • Escalate and work directly with R&D to resolve complex support problems
  • Provide Introductory Training to customers when called upon.
  • Validates, documents and escalates maintenance problems or bugs. Builds and maintains appropriate test environments.
  • May review and approve cases according to the escalation procedure.
  • Prepares and support new products within technical area - may include product install and documentation review.
  • Work on customer support related projects as assigned.

Test resolutions provided by development and package for release to customers.

Skills Required:

·       Knowledge and understanding in Windows or UNIX system administration.
·       Knowledge of Database and SQL: Oracle or MS SQL Server
·       Knowledge of computer networking
·       Exceptional trouble shooting ability
·       Proven customer service expertise
·       Excellent written & verbal communication
·       Ability to learn and effectively utilize Customer Support tools and resources
·       Proactive in learning new versions, products and technology
·       Knowledge of support tools like putty, ftp

Desired Skills / Special Qualifications:

• Knowledge and understanding of BMC-Remedy Products

• Basic Concepts of ITIL.

• Knowledge and understanding of Networking concepts

• Knowledge of JAVA

• Knowledge of Active Directory services and LDAP

• Knowledge of mailing systems like MS Exchange

Education/Training Required:

• BS degree in CS or related technical field OR equivalent experience in programming software for systems and/or applications

Special Considerations:

• Weekend and holiday work may be required

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.