Technical Support Professional

Job description

Introduction
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.

Your Role and Responsibilities
We are looking for a Technical Support Professional to join the IBM Data and AI product Support team. This team of highly skilled and motivated individuals provide technical support to IBM clients on Data and AI products. Understanding, narrowing and defining the scope of clients concerns in terms of stating the problem and understanding its scope. Managing client expectations and understanding the nature of the issue in terms of technical impact and pervasiveness. Utilizing technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution using problem determination/problem analysis skills. You work closely with the development lab to correct identified product defects. Communicating updates and action plans to customer or IBM representative as per 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 also the clients, such as writing technotes, blogging in social media, etc.

Required Technical and Professional Expertise

·  OpenSource technologies, Cloud certification.
·  RedHat, OpenShift, Kubernetes, AWS, Azure
·  Programming and or system administration knowledge, troubleshooting, negotiation skills, operating system, databases, administration tools, SQL

Preferred Technical and Professional Expertise

·  DIRECT PROBLEM-SOLVING EXPERIENCE: Previous experience in dealing with client issues Is valuable as is a proven ability to resolve problems.
·  STRONG COMMUNICATION SKILLS: Requires the ability to communicate clearly with Internal and external clients in spoken and written communications.
·  BUSINESS NETWORKING EXPERIENCE: Understanding of the IBM and/or OEM support organizations.
·  EXCELLENT CO-ORDINATION, LEADERSHIP & ORGANIZATIONAL SKILLS: Requires, coordination and organizational skills, able to lead diverse teams and multi-task within a team business network environment. Project Management skills are valuable. PERSONAL ATTRIBUTES:
·  LANGUAGE SKILLS: Requires English skills. Multiple language fluency is an advantage.
·  SELF MOTIVATION, CONTINUOUS LEARNING & DRIVE: Requires drive and enthusiasm to work within the client relations team. Ensures the targets of client satisfaction, responsiveness and final resolution delivery are achieved. Must be flexible, adaptable and have a growth mindset. A sense of humour is important.
·  TEAMWORK: Requires the ability to work effectively and harmoniously within the client relations team. The sharing of Information and cooperating with direct and Indirect work colleagues Is a very Important element of performing and developing in the job.
·  EXCELLENCE IN CLIENT SERVICE & CLIENT SATISFACTION: Requires a personal desire and passion to pursue client Satisfaction and continued Improvements In delivery of Client problem resolution.