Detalle de la Oferta

Descripción de la Oferta

Introducción

At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and
solve some of the world's most challenging problems? If so, lets talk!

Su función y responsabilidades

We are looking to hire a Technical Account Manager for our Systems Storage Premium Support Team.
In this role you will be a technical focal point and trusted advisor to clients who have purchased our premium support offerings.
This role will require a medium level of product technical skill, outstanding customer facing communication skill and the ability to establish credibility and build trust with our customers. You will need to use analytical thinking and problem solving skills to quickly find solutions for your client or to engage appropriate technical resource if necessary and you will provide regular reports and advice to our customers to help them keep their storage operating at an optimal level.
The Technical Account Manager has a wide range of responsibilities from direct technical case work to facilitating re-occurring client meetings and maintaining an excellent relationship with their assigned clients. TAMs also ensure that we fulfill all contractual deliverables associated with the premium contract.
The individual ready to take this challenge will need to be self-driven, well organized and has to be willing to operate in an environment which constantly pushes you out of your comfort zone.
The team maintains 24/7 coverage and works on multiplatform storage technical problems reported by their clients. The role provides high visibility on many levels of support and business delivery, working regularly with many other teams including our Remote Technical Support teams, Sales team, Business
Partners and our Client Care team.

Responsibilities:
- Flexible to shift schedule changes to support our 24x7 business coverage.

- Respond to customer calls, complaints, questions and/or queries
- Provide remote troubleshooting, gather logs and assist on general configuration questions or system health checks on various products.
- Collaborate with other support groups to ensure seamless problem resolution for your client.
- Provide and present Predictive and Proactive reports addressing known product defects, FW recommendations, client activity and inventory reports
- Document and follow special handling instructions for Premium Clients.
- Maintain client relationship by participating on monthly or quarterly meetings with clients

Educación requerida

Licenciatura

Educación preferida

Diploma técnico

Experiencia profesional y técnica requerida

BS or MS in a Technical Degree (ie. Computer Science, MIS) or equivalent technical work experience and acumen.

Growth mindset and flexibility to adjust to different business demands.

Proven record of success working on client facing roles.
Effective communication and negotiation skills in English, both verbal and written.

Relevant knowledge in Technology or Computer Science.
Ability to present and/or explain technical information via phone/virtual meeting.

Experience collaborating in a global team in a multi-cultural environment.

Curiosity to continue developing skills and learning Storage Products

Fluent in Portuguese

Experiencia técnica y profesional preferida

Experience working in the area of Remote Technical Support. Affinity in resolving technical problems.

Previous experience in a similar role will be considered as a plus

Core Storage Concepts and Networking knowledge.

Previous support experience with any of the IBM Storage Portfolio family will be considered as a plus: IBM Spectrum Virtualize/ FS Series, IBM Enterprise Data Systems (DS8000), IBM Virtual Tape Library (Hydra) or IBM Tape Storage(OS Tape)

Acerca de la Unidad de Nego

Educación Superior