About the role
:
This is a pivotal role and is core to stabilizing and growing services support contracts with the customer, both Managed Service and Support and Maintenance. Building solid relationships at all levels within the operations and delivery group is a key part of this role as it is creating an outstanding customer experience.
They are senior members of the Service Team and most always present a positive, supportive and professional approach.
Main Duties & Responsibilities:
• Assessing Incidents received into the support queue, assigning
according to the assignment matrix and responding to customers
within the response SLA
• Managing incidents to resolution, ensuring that the customer is kept up to date with
their actions
• Troubleshooting BMC Application issues, using resources/tools such as Fusion and
BMC Knowledge Base
• Submitting tickets to BMC in the correct format and facilitating all calls/web
meetings between BMC and the customer
• Ensuring customer satisfaction
• Working on P1 issues independently or with Service Delivery Managers offering
expertise on a technical bridge
• Subject matter expert for one or more BMC application
• Mentoring Juniors
• Medium sized changes and developments for Managed Service customers
• Use of the Salesforce for time recording
• Handle special projects with no degradation of ongoing assignments and
responsibilities
• Working out of hours where necessary
• If needed working on site
• Providing 24x7 support for customers on a rota basis
Skills:
• Outstanding customer service skills
• Ability to read / speak English
• Excellent written, verbal and telephone communication abilities
• Strong interpersonal skills – must be able to interact with personnel in multiple
business roles
• Self-motivation and initiative
• In depth understanding of BMC Applications to SME level
• Understanding of operating systems, Databases, TCP/IP and network communications
• Understanding of Microsoft Office applications
• Advanced Problem solving and analytical skills
• Ability to prioritize workload and complete tasks within an agreed timescale
• Cognizance of the workload of the rest of the team and proactively assisting with
prioritization and technical suggestions to ensure Incidents are dealt with in the most
effective manner
• Ability to work under pressure
• Ability to work independently
• Technical skills in MS and Linux Server, as well in Kubernetes and Docker or other
related tools are appreciated
Qualifications:
• Honours Degree and/or significant commercial experience with BMC
products
Our Offer:
We are looking for a new team member to join our Global Support Team, with this role based in UK. The successful candidate will receive a market-competitive salary, extensive social benefits, an additional day off on their birthday, sports membership, and much more.
We offer comprehensive onboarding, training, and ongoing professional development to ensure you’re equipped to succeed and grow in your role.
Interested? We’d love to get to know you.
Please send your complete application documents to:
Fusion Global Business Solutions
Rosi Gonzalez Vinas
, and for more opportunities, take a look at our .