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.
Изисквания за длъжността
For our Brand Remote Technical Support team, we’re looking to hire Technical Support Specialist with client-first mindset and eager to learn. In this challenging role, you’ll be responsible to receive and record incident related information, using a variety of tools, techniques and procedures, select appropriate actions to resolve problems. This role participates in remote technical support of IBM hardware & software products and/or systems.
Monitor and adhere to the workload distribution needs.
Flexible schedule to support 24×7 shift operations and on-call coverage (as applicable)
Respond to escalated customer calls, complaints, questions and queries.
Provide remote troubleshooting and analysis assistance for installation (or re-installation), usage and configuration questions.
Provide answers for general usage and operation questions. Provide problem determination / problem source Identification.
Review diagnostic information to assist in isolation of a problem cause (which could include assistance interpreting traces and dumps).
Identify known defects and fixes to resolve problems.
Provide assistance on supported product known defects for which available corrective service information and program fixes are available.
Identify suspected defects and engage development teams to assist in resolution.
Manage issue identification and resolution process.
Provide assistance with questions regarding product documentation related to the supported products.
Interpret online manuals regarding IBM code and application interfaces.
Collaborate with other support centers and business units to provide seamless problem resolution.
Demonstrate proficiency in the IBM hardware and software platform supported by maintaining applicable technical certifications.
Provide technical support service delivery within established guidelines.
Demonstrating soft skills and technical skills that contributes to client satisfaction.
Contributes positively towards the achievement of performance targets in all aspects of the team’s activities.
Executes additional tasks as required by Management
Required Technical and Professional Expertise Education and professional experience:
Bachelor’s Degree (or equivalent) in relevant subject
At least 2 years experience working in the area of customer support
Basic Storage and Networking knowledge
Fluency in English
Skills and competencies:
Excellent command of spoken and written English (C1 Level)
Customer-first mindset with high sense of ownership
Excellent interpersonal, presentation and communication skills
Eagerness to learn and expand technical competencies
Experience within a Technical Support Center environment
Experience with support processes and procedures
Good computer literacy, OS, including MS Office
Positive approach to change
Flexibility and ability to deliver in demanding and changing circumstances
Ability to use clear/good judgment
Focused & results orientated
Good analytical and problem solving skills
Ability to work within a team
Ability to produce good work documentation
Preferred Technical and Professional Expertise
Previous experience in a similar role is a plus
Second foreign language is considered as advantage