Technical Support

2 weeks ago

Pune, India BMC Software, Inc. Full time

Description and Requirements

#LI-SG1

"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 Autonomous Digital Enterprise that conquers the opportunities ahead - and are relentless in the pursuit of innovation Position Description: We are Support Services Team, responsible for operations in Back-office modules including Oracle EBS and Zuora (Billing & Revenue) modules. As support analyst one will support Oracle Apps Custom module and Zuora - Billing & Revenue modules from India. The team is combination of Oracle Apps & Zuora techno-functional consultants, supporting customer reported issues. Direct interaction with customers across the globe for issue resolutions. Primary Roles and Responsibilities: •Good understanding of Quote to cash modules. •Provide technical Support to customer issues on Oracle Custom modules. •Analyze and debug technical issues based on Oracle Forms, Reports and PL/SQL •Ability to understand the business processes and technical architecture for overall suite. •Ability to complete work within the given timelines. •Familiar with ITIL framework and agile practices. •Willingness to work in shifts and extended hours as and when required. •Troubleshoots and resolves escalated tickets and communicates the solution to customers issues via the ticketing system. •Must be able to communicate effectively, both verbally and in writing. •Be able to work independently with minimum supervision. •Identify, resolve, and/or escalate issues to leadership as and when required. Experience/ Qualifications: - 2-4 years of experience in technical support - Good understanding of Support methodology including ITIL - Should be able to work in rotational shifts (General and afternoon 3:00 PM). 24x7 coverage during Quarter end. - Good written/verbal communication skills to be able to front-end customers - Strong analytical & debugging skills. Good to have: - Zuora Billing and Revenue modules. - Good knowledge of Oracle Forms, Reports and SQL/PLSQL - Good understanding of RICE components. - Good knowledge on Oracle Q2C track including customizations. - Knowledge in Oracle EBS base apps - Account Receivables will be added advantage for the position

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