- Data & AI Technical Support Internship

Job description

Introduction
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
We are looking for a Technical Support Intern to join the IBM Data & AI Bussiness Unit. This team of highly skilled and motivated individuals provide technical support to IBM clients on Data and AI products. The internship will provide flexible schedule and will cover North America working hours. You own the problem resolution process from analysis and troubleshooting, to deploying workarounds or fixes. • Understanding, defining the scope of customer's concerns, and communicating it with other collaborators. • Managing client expectations and understanding the business impact and extent of the technical issue. Responding to escalated customer calls, complaints, and queries. • Utilizing technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution using analytical skills. Working closely with the development lab to correct identified product defects and test solutions. • Communicating updates and action plans to customer or IBM representative by phone and email within response guidelines. • Ability to record and document each step of the problem solving effort including any interaction with the client. • Sharing knowledge and expertise with the team and customers, such as writing technotes, creating training presentations and video demos, etc. Developing best practice articles and support utilities to improve support quality and productivity. • Contributing to attainment of department's objectives and high customer satisfaction score.

Required Technical and Professional Expertise
• Relevant University degree in progress, ideally in Information Technology or Computer Science.
• Java, C or C++ programming experience • At least1 yrs experience with other programming or scripting languages.
• Knowledge & experience working in Linux or UNIX Systems
• Fluency in English both verbal and written.
• Knowledge of database technologies, SQL, Cloud, or open source technologies
• Customer obsessed and ready to gain experience in the Customer Support area

Preferred Technical and Professional Expertise
Linux or Redhat certifications
Knowledge of containers and Kubernetes
Knowledge of virtualizacion technologies