Customer Support Engineer - Guadalajara, México - BMC Software

BMC Software

Empresa verificada

Guadalajara, México

hace 1 semana

Publicado por:

Rodrigo Fernández

Reclutador de talento para beBee

Descripción

Basic Information:

Country

Mexico

State

Jalisco

City

Guadalajara

Date Published

21-Mar-2023

Job ID

36715

Travel Amount

None

Description and Requirements:

LI-OG1

"At BMC trust is not just a word - it's a way of life" We are an award-winning, equal opportunity, culturally diverse, fun place to be. Giving back to the community drives us to be better every single day. Our work environment allows you to balance your priorities, because we know you will bring your best every day. We will champion your wins and shout them from the rooftops. Your peers will inspire, drive, support you, and make you laugh out loud We help our customers free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead - and are relentless in the pursuit of innovation

Responsibiliti

es:

Identifies and drives Selfhelp initiatives and Knowledge Base Maintenance
Provide Level2 and Level3 support for BMC solutions
Work with product engineering team on customer escalations and help them fixing issues
Maintain high level of customer satisfaction
Overall experience of 5+ years in IT industry
Maintain clear and concise ticket documentation with all required data and fields
Escalate service requests and issues appropriately to engineering team
Exercise independent thought within defined procedures and practices
Manage priorities and act on factors that create priorities
Prepare for and support new products within technical area
Work within a global teamwork environment
Weekend support on rotational basis
This is 24*7 operations support so flexibility to work in different shifts

Q

ualifications:

BS degree in CS/EE or equivalent experience
Technical Customer support experience
Excellent written and verbal communication skills
Customer handling skills
Fluent in English, written and verbal
Strong

debugging/trou

bleshooting skills

Overall experience of 8+ years in IT industry
Knowledge and understanding of BMC Solutions is a plus
Experience with administration of Windows 2003/XP and UNIX (HP-UX, AIX, Solaris, Linux)
API

Troubleshootin

g