帮朋友找BMC专家

a711012

纯属帮忙， 美国软件公司BMC招Technical Supp Analyst ，如果谁有意，可以联系我。希望这个工作不被印度人抢了。

Description

Position Description- Staff Technical Support Analyst

Are you a natural problem solver?
Are you driven to understand ‘why’?
Do you find that knowing what something does is far less interesting than understanding how it does it?
Do you enjoy helping other people to get things going?

If you answered ‘Yes’ to all of the above, and you have a background in Software then you may be just the person we are looking for.

As a Technical Support Analyst you will assist our global customers to keep their business running using our best-in-class products.

Duties and responsibilities

•        Providing courteous, efficient, and professional technical support over the phone and email to customers across a broad range of industries.
•        Providing support case follow-up until resolution and ensuring proper escalation procedures are followed for unresolved issues.
•       Managing customer expectations and competing priorities
•       Troubleshooting: the use of sophisticated tools, analysis of logs, and coordination of all available resources to resolve issues.
•        Conducting research on customer incidents, and other duties as assigned.
•        Using your written communication skills to update case documentation as well as using, modifying and creating knowledge base articles.
•        Escalating issues and working directly with Research and Development to resolve complex support problems
•        Working on customer support related projects as assigned.
•        Occasional weekend duties may be required

Skills, qualifications and preferred experience

The successful candidate will have a combination of the following:

•       Customer-facing Technical Support experience supporting software products, ideally 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.
•        Highly motivated, independent and flexible, with strong team-directed abilities and a collaborative, ‘whatever it takes’ attitude.
•       Exposure to the installation, configuration, administration and troubleshooting, or otherwise advanced use of, the BMC Remedy IT Service Management Suite:
o   Action Request System
o   Remedy MidTier
o   IT Service Management (ITSM) applications
o   MyIT/SmartIT

•        The Ability to duplicate a customer's specific software error in order to define the cause.
•        Experience debugging with software development tools.
•        Strong verbal and written communication English language skills and the ability to interpret and answer complex technical questions, provide customer follow-up and contribution to knowledge base content.
•        Native Japanese language skills highly regarded
  
Qualifications

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, 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.
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.
  
Primary Location
: Australia-Victoria-AUS Melbourne II
Job Posting
: Dec 4, 2016
Education Level
: Bachelor's Degree (±16 years)
Experience Required: 3 - 5 Years

a711012

没人搭理啊