BMC Software: Mainframe Technical Support Analyst.
Position Summary A Technical Support Analyst is responsible for assisting BMC Software customers with their queries and problems with assistance from other Technical Support Analysts and Developers. Essential Job Functions Technical Support Analysts will typically qualify as the first contact for some products and as a backup for others. Their job function will be dependent on their product knowledge of the case being worked on at that time. Specific Job functions for Technical Support Analysts (ZSO) Customer relationship management. Daily management of cases that the individual is assisting with. Service level management. Workload Management. Identifying your own education and training needs. Collecting initial configuration and diagnostic information and further information and diagnostics if necessary. An initial search of Knowledge Base and other information sources and product-related documentation as needed. Basic analysis of customer queries or problems. Daily management of cases assigned to the individual. Reviewing cases prior to the next level of Technical Support Analysts. Ensuring the correct severity level and priority are assigned to the customer query or problem. Communicating workarounds and fixes to the customer. Verifying that workarounds and fixes are acceptable to the customer and then closing the case. General Skills Customer service and interpersonal skills. Approx. 2 years of experience in an IT environment. Good Problem solving ability. Ability to learn quickly. Presentation skills. Attention to detail and ability to follow procedures. Team player. Excellent oral and written communication skills. Innovative thinking. Fluency in French and English Technical Skills and Experience Approx. 2 years experience in Mainframe environment. Prior experience on projects that required a good understanding of the software development life cycle and methodology. Preferred but not required prior experien...
- Type d'emploi
- Temps plein