Introduction
At IBM Software, we transform client challenges into solutions. Building the world's leading AI-powered, cloud-native products that shape the future of business and society. Our legacy of innovation creates endless opportunities for IBMers to learn, grow, and make an impact on a global scale. Working in Software means joining a team fueled by curiosity and collaboration. You'll work with diverse technologies, partners, and industries to design, develop, and deliver solutions that power digital transformation. With a culture that values innovation, growth, and continuous learning, IBM Software places you at the heart of IBM's product and technology landscape. Here, you'll have the tools and opportunities to advance your career while creating software that changes the world.
Your Role And Responsibilities
As a Technical Support Professional, you resolve issues impacting IBM client business and play a key role in enhancing the client experience. You lead the problem resolution process through analysis and troubleshooting of various complexity issues to ensure client satisfaction and minimize business impact. Your primary responsibilities will include:
- Analyze Diagnostic Information: Analyze diagnostic information, troubleshoot, recreate, and debug client IT environment issues to determine the course of action and/or solutions. This involves understanding the client's business impact and technical needs to act as their trusted advisor for successful utilization of IBM products & solutions.
- Collaborate with Teams: Coordinate and collaborate with Development, Services, and Field teams to ensure technical solutions are relevant, timely, and effective. This includes driving product quality, functionality, serviceability, and usability improvements through intelligence gathered from case data and client feedback.
- Create Knowledge Assets: Create and reuse knowledge assets and content to promote client self-sufficiency through digital solutions and improve the effectiveness of IBM teams.
- Communicate with Clients: Engage in direct communication with clients to understand their issues, provide solutions, and ensure their satisfaction with IBM products and services.
- Drive Improvements: Drive improvements and solutions within IBM to ensure the teams have the tools, knowledge, and expertise to provide exceptional client experiences with IBM products & services.
Preferred Education
Bachelor's Degree
Required Technical And Professional Expertise
- Exposure to Technical Troubleshooting: Experience working with analysis and troubleshooting of technical issues, including recreating and debugging client IT environment issues to determine the course of action and/or solutions.
- Understanding of Client IT Environments: Exposure to understanding client IT environments, including hardware, software, and network configurations to provide effective technical support.
- Familiarity with Collaboration Tools: Experience working with collaboration tools and platforms to coordinate and communicate with Development, Services, and Field teams.
- Knowledge of Digital Solutions: Exposure to creating and reusing knowledge assets and content to promote client self-sufficiency through digital solutions.
- Understanding of Product Quality Improvement: Experience working with data and client feedback to drive product quality, functionality, serviceability, and usability improvements.
Knowledge of tools like Microsoft Excel, Splunk, Grafana, CRM Tools
Knowledge of SQL, Postman/Insomnia, API's.
Preferred Technical And Professional Experience
- Familiarity with IT Service Management: Exposure to IT service management principles and practices, including incident, problem, and change management, to ensure effective technical support and client satisfaction.
- Knowledge of Cloud-based Solutions: Experience working with cloud-based solutions and technologies to analyze and troubleshoot technical issues and provide effective technical support.
- Understanding of Data Analysis Tools: Exposure to data analysis tools and techniques to gather insights from case data and client feedback, driving product quality, functionality, serviceability, and usability improvements.
