Customer Care Agent Iii

Country - India - State - Maharashtra - City - Pune - Date Published - 19-Sep-2025 - Job ID - 45758 - Travel - You may occasionally be required to travel for business - Looking for details about our benefits? 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 Autonomous Digital Enterprise that conquers the opportunities ahead - and are relentless in the pursuit of innovation - To ensure you’re set up for success, you will bring the following skillset & experience: - 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 written and spoken English is essential. - General I.T. knowledge would be an advantage. Roles & Responsibilities: - Resolve customer care issues for customers sometimes liaising with other departments within BMC to assure an accurate and timely resolution and correctly maintain the Service Cloud database. - Create and correctly route Service Cloud cases to the various product support groups. - To review and work on the individual feedback from the various support functions regarding Service Cloud case processing. - Provide both written and over the phone English language support and translations for customer support cases. - Meet defined customer and region service level objectives and to plan and achieve the quarterly individual and team key targets. - Identify own education and training needs and build a personal development plan with the Team Lead. - To provide mentorship and training for new members to the CCC team. - Deputising for peers. - 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. - Act as knowledge champion 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 - This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities, or contracted, as management may deem necessary. 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 Software maintains a strict policy of not requesting any form of payment in exchange for employment opportunities, upholding a fair and ethical hiring process. - At BMC we believe in pay transparency and have set the midpoint of the salary band for this role at 910,000 INR. 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 salary listed is just one component of BMC's employee compensation package. Other rewards may include a variable plan and country specific benefits.We are committed to ensuring that our employees are paid fairly and equitably, and that we are transparent about our compensation practices.