Customer Support Engineer

hace 3 semanas

Guadalajara, México BMC Software A tiempo completo

**Basic Information**:
Country

Mexico

State

Jalisco

City

Guadalajara

Date Published

12-Jul-2023

Job ID

37652

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

Customer Success brings the transcendent customer experience to life by empowering customers to achieve the value and impact of their BMC investments. Customer Success accelerates core business outcomes, mitigates risk, cultivates relationships, removes friction, and improves customer experience. No better team to join when customer centricity is at the heart of BMC's strategy

BMC is looking for an innovative customer champions to join our unique and enthusiastic Technical Support Team helping businesses across the globe to run and reinvent.

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

- You will be managing customer expectations and competing priorities and conducting research on customer incidents to help create Knowledge Articles, reusable solutions, and other duties as assigned.
- You will be escalating issues and works directly with Research and Development to resolve complex support problems.
- You will be troubleshooting intermediate to advanced problems and recommends appropriate actions and providing support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues
- As every BMC employee, you will be given the opportunity to learn, be included in global projects, challenge yourself and be the innovator when it comes to solving everyday problems.

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

- You can embrace, live and breathe our BMC values every day
- You have 8+ years of experience handling BMC Remedy ITSM across modules ARS/SRM/SLM/ SmartIT/Smart Reporting/CMDB/DWP/SSO customers from consultancy and support standpoint.
- You have in depth troubleshooting and analytical knowledge in these BMC product areas.
- You have bachelor’s degree from any stream - Full Time
- You are comfortable with Periodic weekend work (will likely be required).

**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

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