Technical Support Analyst

Basic Information

Country:

India

State:

Maharashtra

City:

IND Pune - Business Bay

Date published:

18-Apr-2019

Job ID:

25464

Description and Requirements

Works directly with customers via phone, email, and chat sessions to enhance satisfaction and improve use of products. Responds to customer inquiries regarding products, features, and compatibility. Delivers solutions and implements workarounds by using technical knowledge to troubleshoot and diagnose software issues. May suggest configuration changes to improve product performance and meet customer needs. Analyzes, researches, and documents issues and adds resolution to knowledge base as input into product development and enhancement cycles. May publish knowledge articles for customers to reference in lieu of logging a help ticket. Issues that are very complex, technical, and require additional debugging are escalated to the product development team KNOWLEDGE, SKILLS, AND ABILITIES: Uses working knowledge of discipline to complete tasks of moderate complexity. Applies judgement within defined procedures to determine appropriate next steps. Generally, works independently within defined outcomes and timeframes. Receives general guidance on routine, established tasks, and more detailed guidance on new projects or programs. EDUCATION AND EXPERIENCE: Bachelor’s degree or equivalent with a minimum of 2 years of professional experience OR advanced degree with no previous professional experience 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.