Staff Customer Support Analyst

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At BMC trust is not just a word - it's a way of life!

Here is how, through this exciting role, you will contribute to BMC's and your own success:

• nProvides courteous, efficient, and professional technical support by phone and email to customers across a broad range of industries.n
• Works beyond routine tasks, utilizing increasingly specialized knowledge of relevant BMC technologies.
• nExercises systematic proficiency in some specialized skills which display depth and breadth within a single BMC application OR several BMC applications/technologies.n
• Troubleshoots intermediate to advanced problems and recommends appropriate actions.
• nUses professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways.n
• Provides support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues and manages customer expectations and competing priorities.
• nConducts research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned.
• nUses written communication skills to update case documentation as well as using, modifying, and creating knowledge base articles.
• nEscalates issues and works directly with Research and Development to resolve complex support problems.
• nMay work on customer support related projects as assigned.
• nPeriodic weekend work will likely be required.

Our commitment to you!

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BMC's culture is built around its people. We have 6000+ brilliant minds working together across the globe. You won't be known just by your employee number, but for your true authentic self. BMC lets you be YOU!

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If after reading the above, You're unsure if you meet the qualifications of this role but are deeply excited about BMC and this team, we still encourage you to apply! We want to attract talents from diverse backgrounds and experience to ensure we face the world together with the best ideas!

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BMC is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender, gender expression, gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status as a protected veteran. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.