CBS-BMC-Technology Enablement - BMC Product enablement Generalist - Associate - APAC and UK

Location: Ernākulam

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Discipline Technology Enablement

Role Type BMC Technology Enablement – Generalist –Associate – APAC & UK

The opportunity

We are looking for passionate professionals who will be responsible for supporting & managing EY digital products and technologies. Ideal candidate will be someone coming from product/technology support background who have experience resolving customer queries & ensuring that a high standard of customer service is maintained. This role requires flexibility to work in a 24/7 shift environment, including weekends and holidays, to ensure continuous support for EY digital products and technologies.

Your

Key Responsibilities

Resolve customer queries, ensure high standard of customer service is maintained
Learn new technology and products and understand the technology landscape
Work productively whilst maintaining exceptional call/data quality standards
Monitor their personal support tasks and work that come through via Service Now
Review open tickets assigned to them for updates from requester
Respond to all updates from requesters within 24 hours
Trouble shoot and resolve issues in line with agreed SLA's and individual knowledge
Escalate tickets to vendor as appropriate
Escalate tickets to other teams as appropriate
Escalate tickets to other support staff as appropriate
Ensure all tickets assigned are updated with description of status

Shift Pattern

APAC – 6:00 AM to 3:30 PM (1:30 AM to 11:00 AM UK time)

UK – 1:30 PM - 11:00 PM (()9:00 AM to 6:30 PM UK time)

Skills And Attributes For Success

Experience in collaborating and working with cross-functional teams to plan, deliver and execute successfully.
Experience working in different shifts
Should have good customer and technology-based support skills.
Keep process, technical, operational and knowledge (of self) maintained / updated
Should be excellent in communication (Verbal + Written)

To qualify for the role, you must have

1 to 2 years customer support experience with technology applications or software's
Good knowledge of PC technologies e.g.:
Windows, MacOS, Office suite. Etc
Excellent written and spoken English language skill
Experience managing user access/product administration & customer management
Experience tracking work pipeline and deliver as per defined SLA & commitments
Excellent written and verbal communication with stakeholders across geography

Ideally, you'll also have

To think strategically/end-to-end with result-oriented mindset
To build rapport within the firm and win the trust of the clients

Technologies and Tools

Software or Marketing technology products
MS Office tools (Word, Excel, IE); web/production technologies such as HTML, XML, JavaScript, and CSS

What We Look For

Analytical mind-set and problem-solving capability.
Passionate about new technologies and digital products
Enthusiastic and self-motivated, with the ability to lead projects proactively.
Meticulous attention to detail, with an overall passion for continual improvement.
Innovative and creative, with a logical and methodical approach to problem solving.
Credible and articulate, with excellent communication, presentation and interpersonal skills.
Ability to think strategically and guide marketers of different levels with the best practices and industry trends

What We Offer

EY Global Delivery Services (GDS) is a dynamic and truly global delivery network. We work across six locations – Argentina, China, India, the Philippines, Poland and the UK – and with teams from all EY service lines, geographies and sectors, playing a vital role in the delivery of the EY growth strategy. From accountants to coders to advisory consultants, we offer a wide variety of fulfilling career opportunities that span all business disciplines.

In GDS, you will collaborate with EY teams on exciting projects and work with well-known brands from across the globe. We'll introduce you to an ever-expanding ecosystem of people, learning, skills and insights that will stay with you throughout…