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

Discipline - Technology Enablement

Role Type - BMC Technology Enablement – Generalist – Senior 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 promptly and professionally, ensuring a high standard of customer service is consistently maintained.
• Manage shift operations, including handovers, resource allocation, and ensuring coverage across all support hours.
• Coordinate shift schedules and maintain shift rosters to ensure adequate staffing and smooth transitions between shifts.
• Handle on-call issue management, including responding to urgent incidents outside regular hours, escalating as needed, and ensuring timely resolution.
• Learn new technologies and products, staying updated with the evolving technology landscape to enhance support capabilities.
• Work productively while maintaining exceptional standards in call and data quality.
• Monitor personal support tasks and incoming work via ServiceNow, ensuring timely attention and resolution.
• Review open tickets assigned for updates from requesters and ensure all communications are acknowledged within 24 hours.
• Troubleshoot and resolve issues in line with agreed SLAs and personal expertise.
• Escalate tickets appropriately to vendors, other teams, or support staff when resolution requires external or specialized input.
• Ensure all assigned tickets are updated with clear status descriptions and progress notes.
• Participate in shift handover meetings, documenting key updates, unresolved issues, and action items for the incoming team.
• Maintain on-call logs and incident records, contributing to post-incident reviews and continuous improvement efforts.

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

• 3+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 your career.

• Continuous learning: You’ll develop the mindset and skills to navigate whatever comes next.
• Success, as defined by you: We’ll provide the tools and flexibility, so you can make a meaningful impact, your way.
• Transformative leadership: We’ll give you the insights, coaching and confidence to be the leader the world needs.
• Diverse and inclusive culture: You’ll be embraced for who you are and empowered to use your voice to help others find theirs.