Associate Technical Support Analyst - Based in Portugal - Entry Level

BMC Software, Inc.; Portugal; Teletrabalho; EUR 19 000 - 32 000; Tempo integral

Resumo da oferta

A leading global technology firm is seeking a Tech Support Analyst based in Portugal. The role involves assisting customers with technical issues through calls and emails, managing queries, and collaborating with diverse teams. Ideal candidates should have strong customer service skills, fluency in English, and a flair for problem-solving, supported by a positive work culture that values individual differences and growth.

Qualificações

• Excellent oral and written communication skills.
• Self-motivated.
• Attention to detail and ability to follow procedures.

Responsabilidades

• Answer and route incoming customer calls, e-mail, web-issues.
• Investigate and resolve Customer Care related problems.
• Create and route support cases to various product support groups.

Conhecimentos

Customer service and interpersonal skills

Problem solving ability

Fluency in English

Team player

Formação académica

General I.T. knowledge

Good Time Management

Descrição da oferta de emprego

You may occasionally be required to travel for business

Secondary locations:

ESP Office at Home

This role can be based remotely in Portugal

Looking for details about our benefits? You can learn more about them by clicking HERE

Description and Requirements

"At BMC trust is not just a word - it's a way of life!"

We are an award-winning, equal opportunity, culturally diverse, fun place to be. Giving back to the community drives us to be better every single day. Our work environment allows you to balance your priorities, because we know you will bring your best every day. We will champion your wins and shout them from the rooftops. Your peers will inspire, drive, support you, and make you laugh out loud!

We help our customers free up time and space to become an Autonomo us Digital Enterprise that conquers the opportunities ahead - and are relentless in the pursuit of innovation!

Join us as a Tech Support Analyst in Portugal. This position holds key relationships with the BMC Software Customers, BMC Software Partners and Resellers, Customer Support Managers, Customer Contact Centre Team Leader, Customer Contact Centre Manager, Technical Support Analysts, Software Consultants, Developers and Sales Personnel.

Roles And Responsibility:

• Answer and route incoming customer calls, e-mail, web-issues to the appropriate product groups.
• Assist in creating Customer accounts.
• Assist with updating Customer profile information.
• Investigates and resolves Customer Care related problems
• Guides and helps navigate Customers on the web for Customer Care related problems, product information, and services.
• Expedites and escalates issues when necessary.
• Provides a good communication flow, using own language skills where needed.
• Creates and updates customer queries, accurately recording information, and assuring a prompter resolution.
• Resolves Customer Care issues for Customers sometimes liaising with other departments.
• Assign appropriate severity levels to Customer queries or problems.
• Create and route support cases to the various product support groups.
• Review and improve individual feedback from the various support system and functions.
• Provide both written and over the phone Spanish/Portuguese language support and translations for customer support cases.
• Meet Customer and region service level objectives.
• Plan and achieve quarterly individual and team key targets.
• Identify own education and training needs
• Build a personal development plan with the Team Lead.
• Provide mentorship and training for new members to the team.
• Be a knowledge champion by helping improve the quality of Knowledge Base.
• Utilize the internal BMC systems during the support process and find new, innovative ways to make the process more efficient.
• Identifies areas of business improvements and thus solving them with minimum direction.
• Shares knowledge as a process, mentors team members, and invests time in helping the whole team perform better

Education, Experience And Special Skills:

• Customer service and interpersonal skills.
• Problem solving ability.
• Ability to learn quickly.
• Good Time Management
• Attention to detail and ability to follow procedures.
• Team player.
• Excellent oral and written communication skills.
• Self-motivated.
• Fluency in English is mandatory with French being a major plus.
• General I.T. knowledge would be an advantage.

Our commitment to you!

BMC’s culture is built around its people. We have 6000+ brilliant minds working together across the globe. You won’t be known just by your employee number, but for your true authentic self. BMC lets you be YOU!

If after reading the above, You’re unsure if you meet the qualifications of this role but are deeply excited about BMC and this team, we still encourage you to apply! We want to attract talents from diverse backgrounds and experience to ensure we face the world together with the best ideas!

BMC is committed to equal opportunity employment regardless of race, age, sex, creed, color, religion, citizenship status, sexual orientation, gender, gender expression, gender identity, national origin, disability, marital status, pregnancy, disabled veteran or status as a protected veteran. If you need a reasonable accommodation for any part of the application and hiring process, visit the accommodation request page.

BMC Software maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process.

The annual base salary range represents the low and high end of the BMC salary range for this position. Actual salaries depend on a wide range of factors that are considered in making compensation decisions, including but not limited to skill sets; experience and training, licensure, and certifications; and other business and organizational needs.

The range listed is just one component of BMC's employee compensation package. Other rewards may include a variable plan and country specific benefits.

At BMC, it is not typical for an individual to be hired at /near the top of the range. A reasonable estimate of the current range is €19,125 - €31,875

We use AI technology to support parts of our recruitment process, but people—not algorithms—make all final hiring decisions. AI may assist with tasks like scheduling, screening for role alignment, or helping us manage large volumes of applications more efficiently. However, candidates are reviewed by a member of our recruitment team, and interviews and hiring decisions are always made by people. We’re committed to ensuring that technology enhances fairness, efficiency, and the candidate experience—never replaces genuine human judgment.