CBS-BMC-Technology Enablement - BMC Product enablement Generalist - Associate - Americas

Discipline    Technology Enablement
Role Type    BMC Technology Enablement – Generalist –Associate - Americas
Role Rank     66 – Associate
Current Rank CS     

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 ServiceNow
•    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

•    Americas – 10:00 PM to 7:00 AM (4:30 PM to 2:00 AM 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 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. 

    
About EY
EY | Building a better working world

EY exists to build a better working world, helping to create long-term value for clients, people and society and build trust in the capital markets. 

 Enabled by data and technology, diverse EY teams in over 150 countries provide trust through assurance and help clients grow, transform and operate. 
 
Working across assurance, consulting, law, strategy, tax and transactions, EY teams ask better questions to find new answers to the complex issues facing our world today.

If you can demonstrate that you meet the criteria above, please contact us as soon as possible.

The exceptional EY experience. It’s yours to build.