Staff Specialist Technical Support Analyst

Emergys; Pune District; Presencial; INR 900.000 - 1.500.000; Jornada completa

Descripción de la vacante

Emergys Corp. is seeking a Staff Specialist Technical Support Analyst in Pune to provide world-class software support across industries. The role requires 7+ years of customer-facing experience and strong problem-solving abilities in technical environments.

You will troubleshoot complex issues, document findings, update knowledge bases, and collaborate with R&D to resolve escalations. Weekend work may be required once fully trained.

Formación

• 7+ years of customer-facing experience supporting software products.
• Ability to describe practical solutions to technical support problems.
• Strong verbal and written communication in English.

Responsabilidades

• Provide courteous, efficient technical support via phone and email to customers across industries.
• Troubleshoot intermediate to complex technical issues and recommend actions.
• Escalate unresolved issues following proper procedures and document case updates.
• Maintain knowledge base articles and assist with R&D collaboration as needed.
• Occasional weekend work may be required after gaining expertise.

Conocimientos

Customer-facing support

Technical troubleshooting

BMC technologies

Communication skills

Descripción del empleo

Job Title: Staff Specialist Technical Support Analyst

Experience: 7+ years

Location: Pune

Responsible for providing world class technical support to assist our global customers to keep their business running using our best-in-class products.

Responsibilities

• Provide courteous, efficient, and professional technical support via phone and email to customers across a broad range of industries.
• Develop competence and expertise in routine tasks while gaining specialized knowledge of relevant BMC technologies.
• Troubleshoot intermediate to complex technical issues, recommend appropriate actions, manage competing priorities, and utilize sophisticated tools, log analysis, and available resources to resolve problems.
• Uses professional concepts and company policies and procedures to solve a variety of problems of moderate – advanced scope, where analysis of situations or data requires a review of identifiable factors.
• Provides support case follow-up until resolution, ensuring proper escalation procedures are followed for unresolved issues.
• Uses written communication skills to update case documentation, manage customer expectations, consume, modify and create knowledge base articles.
• Escalates issues and works directly with Research and Development to resolve complex support problems.
• May work on customer support related projects and other initiatives as assigned.
• Periodic weekend work will likely be required once appropriate levels of expertise are reached.

Behavior, Skills & Experience

• 7+ years of customer-facing experience supporting software products, ideally in a software company environment, with demonstrable knowledge of support processes and procedures, as well as a proven ability to describe practical solutions to technical support problems.
• Highly motivated, independent and flexible, with strong team-directed abilities and a collaborative – Team comes first attitude.
• Ideal candidate would possess, exposure to the installation, configuration, administration and troubleshooting, or otherwise advanced use of, relevant BMC products.
• The ability to replicate / reproduce, a customer’s specific software error in order to define the cause.
• Solid experience in debugging with software development tools.
• Solid experience debugging software using development and diagnostic tools.
• Strong verbal and written communication skills (English, with the possibility of other languages) and the ability to interpret and answer complex technical questions, provide customer follow-up and contribution to knowledge base content.