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About the role
As a Technical Support Specialist at BMC Helix, you will be a part of the innovative Technical Support Team that is dedicated to helping businesses worldwide run and reinvent with the power of AI technology. Your responsibilities will include: - Managing customer expectations, handling competing priorities, and conducting research on customer incidents to create Knowledge Articles and reusable solutions. - Escalating issues and collaborating with Research and Development to resolve complex support problems. - Utilizing professional concepts, company policies, and procedures to solve a wide range of difficult problems effectively. - Troubleshooting intermediate to advanced issues, recommending appropriate actions, and providing support case follow-up until resolution. - Ensuring proper escalation procedures are followed for unresolved issues. To excel in this role, you should possess the following skills and experience: - Strong foundational knowledge and 4+ years of experience in handling BMC Remedy ITSM across modules such as ARS, SRM, SLM, SmartIT, Smart Reporting, CMDB, DWP, and SSO. - Additional hands-on experience with Helix GPT, Integrations with IPaas, and Virtual Agent. - Proficiency in troubleshooting and analytical skills in BMC product areas. - Bachelors degree from any stream on a Full-Time basis. - Comfortable with periodic weekend work as required. At BMC Helix, the culture is built on trust, transparency, and grit. You will have the opportunity to work on impactful projects, collaborate with a diverse team, and contribute meaningfully. Whether you prefer a remote or in-office setup, you will have the support to grow and innovate. If you are excited about the possibilities at Helix but are unsure about meeting all qualifications, we encourage you to apply anyway. We value diverse perspectives and believe in the power of inclusive teamwork. At Helix, you will not just have a job you will make a difference. Join us in reshaping the future of IT service and operations management with the power of AI technology. As a Technical Support Specialist at BMC Helix, you will be a part of the innovative Technical Support Team that is dedicated to helping businesses worldwide run and reinvent with the power of AI technology. Your responsibilities will include: - Managing customer expectations, handling competing priorities, and conducting research on customer incidents to create Knowledge Articles and reusable solutions. - Escalating issues and collaborating with Research and Development to resolve complex support problems. - Utilizing professional concepts, company policies, and procedures to solve a wide range of difficult problems effectively. - Troubleshooting intermediate to advanced issues, recommending appropriate actions, and providing support case follow-up until resolution. - Ensuring proper escalation procedures are followed for unresolved issues. To excel in this role, you should possess the following skills and experience: - Strong foundational knowledge and 4+ years of experience in handling BMC Remedy ITSM across modules such as ARS, SRM, SLM, SmartIT, Smart Reporting, CMDB, DWP, and SSO. - Additional hands-on experience with Helix GPT, Integrations with IPaas, and Virtual Agent. - Proficiency in troubleshooting and analytical skills in BMC product areas. - Bachelors degree from any stream on a Full-Time basis. - Comfortable with periodic weekend work as required. At BMC Helix, the culture is built on trust, transparency, and grit. You will have the opportunity to work on impactful projects, collaborate with a diverse team, and contribute meaningfully. Whether you prefer a remote or in-office setup, you will have the support to grow and innovate. If you are excited about the possibilities at Helix but are unsure about meeting all qualifications, we encourage you to apply anyway. We value diverse perspectives and believe in the power of inclusive teamwork. At Helix, you will not just have a job you will make a difference. Join us in reshaping the future of IT service and operations management with the power of AI technology.
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