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Работа в България?
София 1766, ж.к. Младост 4 Бизнес Парк София, сграда 5Б, ет. 6

IBM Bulgaria

София

Account Advocate – US Shift

Описание на длъжността

Introduction
At IBM, work is more than a job – it is 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 have 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, let’s talk!
The IBM Client Innovation Center for Technology Support Services (TSS) in Sofia is the biggest global TSS center in the world. The high-tech center uses enhanced analytics and leverages global infrastructure and years of experience to deliver outstanding hardware, software, and multi-vendor support services to our customers worldwide. We help our clients envision the future by offering end-to-end IT and technology support services, enhanced by an unmatched global delivery network.

Изисквания за длъжността

Your Role and Responsibilities
If you have a passion for client success and are looking for an exciting growth opportunity within IBM look no further! In this newly created role, you will become the interface between IBM and Service Availability Leaders (SALs) supporting some of IBM’s largest clients.
The Accelerated Value Program (AVP) Account Advocate fills a critical role in the overall success of meeting the client IT needs and the protection, management, and growth of the IBM Services.
Client satisfaction will be your main focus within this role. As an AVP Account Advocate, you’ll partner with the SAL to help manage their end-client’s large & complex IT environments. In this role, you will:
• Provide hardware and software case monitoring, notification, management and escalation support
• Provide data and reports as required by the SAL to perform his/her role
• Provide IBM Logo firmware, critical updates and APAR information
• Provide to the client IBM’s Product Engineering Best Practices, Alerts and Notifications wherever applicable
• Facilitate virtual meeting sessions to connect the SAL to the appropriate IBM support personnel
• Provide additional information and deliverables requested by the SAL as it relates to the support of the end client

This role would be supporting US customers on US working hours with some flexibility.

Required Technical and Professional Expertise
• English language – fluent in speaking and writing- C1 level
• Organized and flexible with proven time management skills (setting and meeting deadlines)
• Excellent presentation and communication skills
• Client handling/facing experience and passion for client satisfaction
• Proven ability to assess issues and help others identify solutions
• Good understanding of analytics, statistics, and data visualization
• Professional with a drive to succeeds and capability to work independently
• Proficient PowerPoint and Excel skills
• Proven collaboration skills (cross-team collaboration, bring diverse teams together for problem determination and problem solving)
• Experience with virtual collaboration tools (Slack, Webex)

Preferred Technical and Professional Expertise
• Hardware or Software technical skills
• Open-source knowledge / technical skills
• IT technology support delivery experience is preferred
• Experience navigating cases in ticketing systems (Salesforce)
• ITIL foundation

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