Technical Support Specialist

3 days ago

Melbourne, Australia BMC Software Full time

BMC works with 86% of the Forbes Global 50 and customers and partners around the world to create their future. With our history of innovation, industry-leading automation, operations, and service management solutions, combined with unmatched flexibility, we help organizations free up time and space to become an Autonomous Digital Enterprise that conquers the opportunities ahead.

**Position Description - Staff Specialist Technical Support Analyst**

Responsible for providing intermediate to advanced technical support to assist our global customers to keep their business running using our best-in-class products.

**Responsibilities**
- Works beyond routine tasks, utilizing increasingly specialized knowledge of relevant BMC technologies.
- Troubleshoots intermediate to advanced problems and recommends appropriate actions.
- Uses professional concepts and company policies and procedures to solve a wide range of difficult roblems in imaginative and practical ways.
- Provides support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues.
- Manages customer expectations and competing priorities.
- Thrives in a highly challenging environment
- Conducts research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned.
- Uses written communication skills to update case documentation as well as using, modifying and creating knowledge base articles.
- Escalates issues and works directly with Research and Development to resolve complex support problems.
- May work on customer support-related projects as assigned.
- Periodic weekend work will likely be required.

**Supervision and interaction**
- Will begin to develop some supervisory capabilities.
- Fully contributing team member working under broad supervision.
- Works with more senior colleagues to gain more technical knowledge and business-context awareness.

**Behavior, skills, experience**
- 5+ years of related 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 describe and practical solutions to technical support problems.
- Highly motivated, independent and flexible, with strong team-directed abilities and a collaborative attitude.
- Ideally, exposure to the installation, configuration, administration and troubleshooting, or otherwise advanced use of, relevant BMC products.
- 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 skills (English, with the possibility of other languages) and the ability to interpret and answer complex technical questions, provide customer follow-up and contribute to knowledge base content.

**Preferable (optional) Skills & Experience**
- Knowledge or exposure on BMC Software products such as Remedy, Remedy ITSM, SmartIT, Digital Workplace or Smart Reporting

**Salary**: $70,000.00 - $95,000.00 per year

Schedule:

- 8 hour shift

Ability to commute/relocate:

- Melbourne, VIC: Reliably commute or planning to relocate before starting work (required)

Work Authorisation:

- Australia (preferred)

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