Respond to and resolve all customer inquiries (via phone, e-mail, WebEx). Communicate in a courteous and professional manner that inspires confidence in your ability to troubleshoot and resolve issues
Act as knowledge champion helping improve the quality of Knowledge Base.
Utilize the internal BMC systems during the technical support process and find new, innovative ways to make the process more efficient.
Act as a resource of knowledge in your area(s) of expertise, whether it is an BMC Module, solution knowledge, or other experience.
Positively impacting high value account(s) / customers through working on critical issues.
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