BMC Product Enablement and Management-SMR-Sr Associate

At EY, you’ll have the chance to build a career as unique as you are, with the global scale, support, inclusive culture and technology to become the best version of you. And we’re counting on your unique voice and perspective to help EY become even better, too. Join us and build an exceptional experience for yourself, and a better working world for all.

The opportunity

We are looking for passionate professionals who will be responsible for providing customer service around BMC tools 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.

Your key responsibilities

• Understand the marketing technology landscape within EY and deliver on the activities that we support as part of product success
• Ensure compliance to the agreed process and operational guidelines
• Handle tickets/tasks and projects assigned via the Zendesk ticketing system.
• Maintain 100% quality on the deliverables, ensure TAT is adhered to.
• Troubleshoot issues that is reported and work with SME’s and Technology team for escalation/resolution
• Effective management of product administration activities (workflow management, documentation, reporting etc)

Skills and attributes for success

• Experience in collaborating and working with cross-functional teams to plan, deliver and execute successfully.
• 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

This role is ideally suited to an individual with 3+ -years’ experience working and supporting Marketing or corporate responsibility technology products

• Minimum of 2 years’ experience on a support helpdesk
• Good general knowledge of PC technologies e.g: Windows, MacOS, Office suite, etc
• Excellent written and spoken English language skill
• Contribute to the team through open and regular communication with peers / supervisors
• Good understanding of EY Ripples program
• Experience administering products which includes managing user access and customer management
• Track work pipeline and deliver as per defined SLA & commitments
• Quick thinker and fast learner so that he can adapt to our changing technologies
• Excellent in both written and verbal communication with stakeholders across geography
• Proven ability to coach junior team members

Ideally, you’ll also have

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

Technologies and Tools

• Software or Marketing technology products (Social, Web, Marketing Automation etc)
• 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 in the Digital Marketing domain
• 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 level 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.

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