Detalle de la Oferta

Descripción de la Oferta

Introducción

A career in IBM Software means you'll be part of a team that transforms our customer's challenges into solutions.

Seeking new possibilities and always staying curious, we are a team dedicated to creating the world's leading AI-powered, cloud-native software solutions for our customers. Our renowned legacy creates endless global opportunities for our IBMers, so the door is always open for those who want to grow their career.

IBM's product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.

Su función y responsabilidades

As a Technical Support Professional, you will gain experience in a customer-facing capacity. This role necessitates exceptional customer relationship management skills along with a solid technical grasp of the product/s they will support.

The Technical Support Professional is expected to adeptly manage conflicting priorities, thrive under pressure, and autonomously navigate tasks with minimal active guidance. The successful applicant should possess a comprehensive understanding of IBM support, development, and service processes and deliveries. Knowledge of other IBM business procedures and professional training in mediation or conflict resolution will be taught.

Your primary responsibilities include:

- Direct Problem-Solving Experience: Previous experience in addressing client issues is valuable, along with a demonstrated ability to effectively resolve problems.

- Strong Communication Skills: Ability to communicate clearly with both internal and external clients through spoken and written channels.

- Business Networking Experience: In-depth experience and understanding of the IBM and/or OEM support organizations, facilitating effective networking and collaboration.

- Excellent Coordination, Leadership & Organizational Skills: Exceptional coordination and organizational abilities, capable of leading diverse teams and multitasking within a team-based business network environment. Proficiency in project management is beneficial.

- Excellence in Client Service & Client Satisfaction: Personal commitment to pursuing client satisfaction and continuous improvement in the delivery of client problem resolution.

- Language Skills: Proficiency in English is required, with fluency in multiple languages considered advantageous.

Educación requerida

Diploma técnico

Educación preferida

Título de asociado/Diploma universitario

Experiencia profesional y técnica requerida

- 3+ years of experience in a customer support environment

- Able to diagnose/troubleshoot problems ranging from code defects, configuration issues, or performance

- Possess strong English verbal and written communication skills

Experiencia técnica y profesional preferida

- Knowledge of or experience using cloud software such as AWS, AZURE, IBM CLOUD

- Knowledge of or experience with containers

- Working knowledge of databases such as DB2, SQL Server, Oracle, Databricks, Snowflake

- Working knowledge of browser communication and extensions(Chrome, Firefox, Safari)

- Ability to analyze system output logs, traces, and dumps

- Knowledge of customer relationship management tools such as CSP and/or Salesforce

Acerca de la Unidad de Negocios

IBM Software es la unidad de negocio que infunsiona inteligencia en las operaciones comerciales, desde el aprendizaje automático hasta la IA generativa, para ayudar a que las organizaciones sean más receptivas, productivas y resilientes. IBM Software ayuda a los clientes a poner la IA en acción ahora para crear valor real con confianza, velocidad y confianza en el trabajo digital, la automatización de TI, la modernización de aplicaciones, la seguridad y la sostenibilidad. Para lograrlo, es esencial aprovechar al máximo todos los datos disponibles, ya que la calidad y eficacia de la inteligencia artificial dependen directamente de los datos que la sust

Educación Superior