Customer Support Specialist

1 week ago

Singapore BMC Software Full time
Customer Support Specialist - Helix/Smart Reporting

You will be joining BMC as a Customer Support Specialist, playing a crucial role in providing courteous, efficient, and professional technical support to customers across various industries. Your main responsibilities include troubleshooting intermediate to complex problems, recommending appropriate actions, and managing competing priorities. You will use your expertise in routine tasks, gain specialized knowledge of BMC technologies, and work with sophisticated tools to resolve issues effectively.

As a Technical Support Analyst, you will provide support case follow-up until resolution, update case documentation, manage customer expectations, and escalate issues to Research and Development for complex problems. You may also work on customer support projects and other initiatives as assigned. Periodic weekend work may be required once appropriate expertise is reached.

To excel, you should have at least 5 years of experience supporting software products, preferably in a Smart Reporting and Helix ITSM environment. Strong team-oriented skills, a collaborative attitude, and the ability to describe practical solutions to technical problems are essential. Exposure to relevant BMC products like Helix ITSM and Smart Reporting, along with the ability to debug software errors using development tools, is preferred.

Excellent verbal and written communication skills in English (and possibly other languages) are crucial for interpreting and answering complex technical questions, providing customer follow-up, and contributing to knowledge base content. BMC values diversity and encourages candidates who are enthusiastic about the company and team, even if they do not meet all qualifications.

BMC's culture focuses on its people, with over 6,000 employees worldwide. The company emphasizes authenticity and individuality, recognizing employees for who they are. BMC offers a competitive compensation package, including salary, variable plans, and country-specific benefits. The company is committed to fair and transparent pay practices.

If you have taken a career break, BMC welcomes you to apply through its Returnship program, designed for individuals re-entering the workforce. Visit the BMC careers page to learn more about the program and application process.

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