Technical Support Analyst - Education Job Listing at BMC Software in MH (Job ID 44162)

Description

"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! BMC's dynamic corporate teams are strategic and trusted advisors to the global organization supporting, enhancing, and driving BMC's vision, culture, growth, and so much more. Each individual within the corporate teams is a valued partner to the overarching success of BMC's employees and customers. If you are looking for a company that gives you the freedom to expand your role, focuses highly on your professional development through continuous enablement, gives you an environment where you would feel happy to come to work, then BMC is the place to be. Here is how, through this exciting role, YOU will contribute to BMC Software's and your own success:

The Education Customer Care Representative (CCR) is responsible for the answering and processing of all phone and electronic communication from BMC Education customers. The CCR will primarily support the first-contact Support function for Education Enquiries from the customer to BMC. The goal is to support all customer communication according to and within the agreed customer and inter-departmental Service Levels for Education requests.Essential Job Functions

• Answer and route incoming customer telephone calls as needed.
• Create and look after education cases received through phone, email, or web.
• Resolve customer education issues for customers sometimes liaising with other departments within BMC to assure an accurate and timely resolution and correctly maintain the Service Cloud database.
• Process customers course registrations, cancellations, or rescheduling requests in the system.
• Create subscription onboarding documents, setup customer subscriptions in the Learning Management System (LMS).
• Assign an appropriate severity level and priority to the customer query or problem within the Service Cloud application.
• Meet defined customer and region service level objectives and to plan and achieve the quarterly individual and team key targets.
• Identify own education and training needs and build a personal development plan with manager.
• To provide mentorship and training for new members to the ECC team.
• Transaction audits as required.
• This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities, or contracted, as management may deem necessary.

To ensure you're set up for success, you will bring the following skillset & experience:

This position holds key relationships with the BMC Software customers, BMC Software Partners and Resellers, Customer Support Managers, Customer Contact Centre Team Leader, Customer Contact Centre Manager, Technical Support Analysts, Software Consultants, Developers and Sales Personnel.

• Education, Experience and Special Skills
• Customer service and interpersonal skills.
• Problem solving ability.
• Ability to learn quickly.
• Good Time Management
• Attention to detail and ability to follow procedures.
• Excellent oral and written communication skills.
• Fluency in written and spoken English Language is required.
• General I.T. knowledge would be an advantage

Our commitment to you! 

 

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! 

 

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! 

 

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.

BMC Software maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process.
At BMC we believe in pay transparency and have set the midpoint of the salary band for this role at 1,167,000 INR. Actual salaries depend on a wide range of factors that are considered in making compensation decisions, including but not limited to skill sets; experience and training, licensure, and certifications; and other business and organizational needs. 
The salary listed is just one component of BMC's employee compensation package. Other rewards may include a variable plan and country specific benefits.
We are committed to ensuring that our employees are paid fairly and equitably, and that we are transparent about our compensation practices. 

(Returnship@BMC)

Had a break in your career? No worries. This role is eligible for candidates who have taken a break in their career and want to re-enter the workforce. If your expertise matches the above job, visit to https://bmcrecruit.avature.net/returnship know more and how to apply.

CA-SD

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