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
In this role, you will have the opportunity to be a part of an agile and global enterprise support team that prides itself on delivering an outstanding level of customer service and technical support to our global SaaS and on-premise customers. As a Technical Support Professional you’ll become a subject matter expert in Planning Analytics and become an advocate for our customers and ensuring that they are successful with our software solu-tions.

The roles responsibilities include providing solutions to IBM customers through trouble-shooting, research and investigation, while maintaining constant communication with the customer.

You will be working with our customers using Planning Analytics (SaaS and On-premise) via our ticketing system, phone, live chat and our online community and at times at the cli-ent site and you will perform triage, root cause analysis, debugging and solving problems across our solutions. This role provides a fantastic opportunity where you are always learning, getting to use the latest technologies and being part of a great team.

Required Technical and Professional Expertise

·  Experience in customer support, software services or system administration.
·  Strong skills and work experience with multi-dimensional tools such as IBM Plan-ning Analytics (TM1), Hyperion, Anaplan or SAP BPC.
·  Microsoft Excel Expertise
·  Deep understanding of Windows or Linux/Unix operating systems
·  Knowledge of programming, server architecture and networking.
·  Knowledge of Public Clouds, containerisation and orchestration (Dock-er/Kubernetes)
·  Excellent communication and customer service skills
·  Ability to discuss and present ideas to our clients and work with them to understand their requirements and business processes.
·  Candidates must be technically astute and have the ability to quickly pick up new technical skills and concepts.

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. PRESONAL 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.
·  TEAM WORK: 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.