BMC Software | Assoc Technical Supp Analyst | Freshers | Pune

Company :BMC Software
Job Role :Assoc Technical Supp Analyst
Experience :Freshers/Exp
Job Location :Pune

Job Description:

 Responsible for providing technical support to field engineers, technicians, product support and company customers who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems and/or complex software. In a less sophisticated environment, as with many applications products where the user is non-technical, this position would generally interact with product support when they cannot resolve a customer problem directly.

 Primary responsibilities for role:- 

Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training.

- Follows standard practices and procedures in analyzing basic issues.

- Validates, documents and escalates design, reliability and maintenance problems or bugs to engineering or more senior TSAs

- Deliver appropriate level of service based on service level agreements- Manage customer relations and create a clear and accurate log of interactions with customers

- Project work related to customer support projects

- Ensuring the correct severity level and priority are assigned to the customer query or problem- Initial search of customer support, knowledge base systems, and product related documentation as needed

- Communicating workarounds and fixes to the customer.

- Verifies that workarounds and fixes are acceptable to the customer and then closing the case.

Qualifications: 

 - Requires a BS degree or equivalent experience in diagnosing and troubleshooting electronic systems and/or customer service on computer systems and in programming software for systems and/or applications. BMC is an Equal Opportunity Affirmative Action Employer.BMC Software helps leading companies around the world put technology at the forefront of business transformation, improving the delivery and consumption of digital services. From mainframe to cloud to mobile, BMC delivers innovative IT management solutions that have enabled more than 15,000 customers to leverage complex technology into extraordinary business performance - increasing their agility and exceeding anything they previously thought possible. BMC Software. It's amazing what IT was meant to be.

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