Duties/Responsibilities of Position:
Respond to and resolve all customer inquiries (via phone, e-mail, web)
Maintain high level of customer satisfaction
Maintain clear and concise ticket documentation with all required data and fields
Escalate service requests and issues appropriately
Exercise independent thought within defined procedures and practices
Manage priorities and act on factors that create priorities
Prepare for and support new products within technical area
Generate Knowledge Base entries
Knowledge of Remedy AR System
knowledge and understanding in Windows/UNIX system administration
knowledge and understanding of Database Administration, Oracle, SQL, DB2 etc.
Knowledge and troubleshooting of SQL Queries.
Programming knowledge and troubleshooting of code (Java, C/C++/.Net/VB etc.)
Basic office skills (Word, Outlook, Excel)
Exceptional trouble shooting ability
Proven customer service management expertise
Excellent written & verbal communication
Ability to learn and effectively utilize Customer Support tools/resources
Proactive in learning new versions, products, modules
Additional technical skills (preferred)
Knowledge and understanding of BMC-Remedy Products
Knowledge of ITSM Applications
Basic Concepts of ITIL.
ITIL Foundation certification.
Good concepts on Application workflow should have an understanding of workflow concept.
Knowledge and understanding of basic Networking concepts