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Remote Mainframe Technical Support Analyst
BMC Software
Publication date: Dec 18th
Job type: Full Time
Category: Customer Support
Location: USA
View all BMC Software jobs

Description And Requirements

BMC helps customers run and reinvent their businesses in the digital age by tackling their IT management challenges, championing their innovation, and celebrating their success.
Every BMC employee has the potential to have a tremendous impact on customer success—and when customers thrive, we all do.

BMC offers bold and fearless career-seekers like you the opportunity to expand your skills, your network, and your horizons as you work to enable customer growth and innovation every day. You will be surrounded by peers who inspire you, drive you, support you, and make you laugh out loud, in an environment that fosters individuality, respect, and personal ambition.

A Technical Support Analyst is responsible for assisting BMC Software customers with their queries and problems with assistance from other Technical Support Analysts and Developers.

Specific Job Functions For Technical Support Analysts
  • Customer relationship management.
  • Quality management.
  • Daily management of cases that the individual is assisting with.
  • Service level management.
  • Workload Management
  • Complying with the documented Best Practices and where applicable to make recommendations for potential improvement to the Best Practices.
  • Identifying own education and training needs as product functionality evolves.
  • Project work related to customer support projects.
  • In-depth search of Service Cloud database and other information sources along with product related documentation as needed
  • Detailed analysis of customer query or problem
  • Verifying all case related information including the severity level and priority.
  • Problem reproduction.
  • Communicating with the customer to assist diagnosis of complex problems.
  • Creating workarounds, failures, requests and resolutions as applicable.
  • Summarizing cases prior to escalation and in accordance to Best Practices.
  • Reviewing and approving cases according to procedure for escalation
  • Identify and facilitate employee education and training needs
  • Providing local country and international on-site assistance if necessary.
  • Communicating regularly with R&D and support organizations in other geographies to solve customer problems and to provide feedback from the field.
  • Involvement in the GA process to approve the release of Products for a Product Line.
  • This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities, or contracted, as management may deem necessary.
Key Relationships
  • This position holds key relationships with the BMC Software customers, BMC Software Partners and Resellers, Customer Support Regional Manager, Customer Support Manager(s), Customer Support Team Leaders, Customer Support Technical Support Analysts, Software Consultants, Developers and Sales Personnel.

Education, Experience And Special Skills
  • Customer service and interpersonal skills in a Technical environment
  • Minimum of five years' experience in a software vendor or IT environment.
  • Problem solving ability.
  • Ability to learn quickly.
  • Leadership skills
  • Ability to multi-task
  • Attention to detail and ability to follow procedures.
  • Team player.
  • Excellent oral and written communication skills.
  • Self-motivated.
  • Innovative thinking.
  • BMC Software product knowledge is a plus
  • Fluency in English is required for all Technical Support Analyst

Technical Required Skills
  • Knowledge of Windows Operating System, Linux, and AIX
  • TSO and zOS Operating System
  • Mainframe & PC Knowledge
  • z/os operating System
  • TSO / ISPF
  • Mainframe DB2 Database Knowledge
  • DB2 Utility knowledge (Load, Unload, Reorg, Copy, recover)

It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.
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