Senior Manager, Technical Support at RingCentral overseeing global Tier 2 and Tier 3 Support Engineering teams. Driving excellence and optimizations for complex enterprise customer experiences.
About the role
- Technical Support Analyst role assisting clients with BMC Helix software issues. Delivering support, troubleshooting, and process improvements in a hybrid work environment.
Responsibilities
- Provide efficient first-level technical assistance to clients using BMC Helix, addressing and resolving inquiries promptly.
- Troubleshoot issues related to BMC Helix, including installation, configuration, and operational challenges.
- Guide clients through the implementation process, ensuring effective usage of the BMC Helix platform.
- Document technical problems and solutions systematically to build a robust knowledge base for future reference.
- Collaborate with product teams to communicate customer feedback and assist in routine software updates.
- Participate in training sessions and webinars to educate users on best practices within the BMC Helix environment.
- Contribute to process improvement initiatives that enhance customer support experiences.
Requirements
- Bachelor's degree in Computer Science, Information Technology, or related discipline.
- Minimum of 2 years of technical support experience, ideally within a software or IT service environment.
- In-depth knowledge of BMC Helix and experience with ticketing systems.
- Strong analytical and troubleshooting skills, with attention to detail.
- Excellent verbal and written communication abilities to convey complex information clearly.
- Ability to work independently in a remote setup while managing efficiency and productivity.
- Customer-oriented mindset with a dedication to exceeding client expectations.
- **Preferred Qualifications:**
- Experience in ITIL frameworks or IT service management processes.
- Familiarity with other IT service management tools and methodologies.
- Prior experience in a remote technical support role.
- Relevant certifications in BMC Helix or IT support services are a plus.
- Capability to prioritize tasks effectively and work under minimal supervision.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
Analyst providing IT support and operations for clients in a hybrid environment. Engaging in technology challenges and facilitating user support directly.
IT Support Analyst providing support for client systems and infrastructure. Handling service requests and improving knowledge bases for better operational efficiency.
Oracle Technical Support Analyst maintaining Oracle applications and supporting digitalisation initiatives. Ensure data readiness and compliance for reporting and operational excellence in a prison environment.
Technical Support Specialist providing expert technical support for Control4 customers in the custom electronics industry. Troubleshooting, installation guidance, and configuration support for a wide array of products.
Lead Technical Support Engineer managing complex technical support cases for DeepL's enterprise customers. Collaborating with engineering and product teams to resolve customer issues.
Technical Support Engineer addressing post - sales customer concerns via phone, e - mail, and web. Involving configurations, troubleshooting, and delivery of best practices for cybersecurity support.
Remote Support Engineer providing technical support to field engineers on Rockwell Automation products. Troubleshooting issues and collaborating with various teams to ensure customer satisfaction.
APAC Technical Support Leader responsible for leading technical support across Asia Pacific region. Driving improvements and managing escalations to enhance customer satisfaction.
Technical Support Engineer providing support for FortiGate and FortiAuthenticator. Collaborating with customers to resolve technical issues and ensure optimal product performance.