A Technical Support Representatives at IBM is a front-line position supporting our products and making sure they are at their best for our customers. With over 100 years in technology, IBM has built a strong reputation of quality service and this role ensures we continue to deliver on that promise. If you enjoy helping people with technical issue, you’ll love your career at IBM.
Your Role and Responsibilities
As a Spectrum Protect support specialist, you will be working as part of the Storage Support team, providing remote technical support to contracted IBM clients for reported software defect and non-defect issues. Support is provided across a range of software products running on the multiple platforms as well as to connected devices such as storage and networking. Service is mostly delivered remotely by phone support or dial-in connections to the systems with occasional on-site assistance.
As a potential candidate, you will have an interest in technical support together with a track record of excellent client handling in a support context. You will have relevant technical experience, excellent communication and listening skills as well as a confident and professional telephone manner. You are a highly self-motivated individual and work well under pressure.
To provide day to day (EU Shifts) remote technical support to contracted IBM clients via telephone and email with a high level of client satisfaction. As part of a virtual support team you will; create and maintain call and problem histories using the tools CCMS, Retain and Cognitive Support Platform for worldwide visibility and application. You will use your specialized Spectrum Protect skills, knowledge and experience to the problem investigation, progression and quick resolution. You will be the owner and provide timely and effective management of the client’s technical problem and resolution expectation. Contribute to overall team objectives and operational targets e.g. customer satisfaction (NPS).
Providing as future Subject Matter Expert (SME) end to end remote technical support for Spectrum Protect & Control suite.
Performing Problem Determination, Problem Source Identification and Support on these products and operating systems.
Involving further levels of support or development where required and assisting in technical escalation procedures, when necessary, whilst maintaining ownership of the problem for the client.
Ensuring service level commitments are met, clients are kept fully informed of progress and deadlines are maintained when escalating problems.
Prevent any customer dissatisfaction by actively managing their problem.
Coordinating the problem management process and managing commitments made to IBM clients whilst balancing them with IBM operational business requirements.
Using support center tools for information research, retrieval and investigation as well as accurate logging and progression of problem records.
Achieving personal and team targets, including Hours Per Problem, Utilization, Self-Sufficiency and Client Satisfaction.
Support colleagues, Team Leader and Management to achieve the business and operational objectives.
Taking on extra duties when and as necessary in response to evolving service requirements and/or ad-hoc special support needs, eg out of hours support cover and/or special client contract assistance.
Share your knowledge to educate others in the team on your areas of responsibility, develop a wider appreciation of the operation and help grow colleagues to enable suitable cover for your primary role during periods of absence or high workload peaks.
The role is predominantly office based or working from home, although it may involve occasional travel to customer site to resolve issues. A degree of personal flexibility and mobility will also be required (work location and working hours) depending on business requirements.
Self Starter, able to act on own initiative in customer service situations, apply good judgement and take ownership.
Reliable and committed team player, able to operate effectively across local and geographically spread teams.
Track record of applying sound problem determination, deductive reasoning and problem source identification techniques to a variety of products and OS environments.
Excellent communication skills, both written and spoken (English), and a very professional telephone manner.
Good personal administrative and housekeeping standards.
Excellent personal time keeping and attendance record
Admin. Knowledge of Spectrum Protect is preferred, 2+ years of experience within Product Support for IBM Spectrum Protect are best preconditions to be enabled to join the next level of support to become an SME on the product to be qualified to support our customers end to end / or equivalent experience.
Required Technical and Professional Expertise
- Bachelor’s Degree in Information Technology is appreciated or equivalent product experience level
- Willingness to support the WW weekend rota when required skills are in place.
- English: Written and verbal, fluent
Preferred Technical and Professional Expertise
- Knowledge of WebSphere, DB2, VMWare, SAN and Tape drives would be useful to the candidate.
- Skills and experience and general understanding with all well-established Operating Systems, like AIX, Windows, Linux are somehow mandatory for the candidate.
- Second European language (e.g. German, French, Spanish, Italian)