Introduction
As a Technical Account Manager Advocate - your mission is to provide a premiere customer service and support experience by helping clients through critical situations. Minimize backlogged cases by proactively engaging stakeholders to suggest and discuss next actions. An Advocate should be highly motivated and organized, with strong analytical skills to spot detractor contributors during post-mortem deep dive case analysis.
Your role and responsibilities
Schedule Tue-Sat 10am-7pm
Your Role and Responsibilities
- Deliver value associated with customer support and service experience for Premium accounts.
- Conduct regular deep-dive case analysis to root cause customer experience detractors and provide creative suggestions on how to improve the client premiere account experience.
- Collaborate with Technical Account Managers to drive down backlogged cases.
- Manage client expectations and communications during critical production impacting situations.
- If you have the enthusiasm and passion to work in a fast-paced environment that strives to provide customer service experience driven
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Required education
None
Preferred education
None
Required technical and professional expertise
Required Technical and Professional Expertise
- Overall, 3 to 5 yeares of industry experience
- Good basic knowledge of Cloud (IBM, AWS, Azure)
- Strong English written/ oral and soft skills.
- Strong to expert skills in data analysis.
- Team player with solid communication and presentation skills.
Preferred technical and professional experience
Preferred Technical and Professional Experience
- Self starter able to come up to speed on complex, difficult concepts with minimal assistance.
- Ability to breakdown complex information into simple solution requirements.
- Knowledge of enterprise IT organizational, business, and technical environments.
- General understanding of IT infrastructure concepts such as server, storage, virtualization and software applications.
- Experience with ServiceNow is a plus.
- Skilled at working with large pivoted spreadsheets, trend analysis, and quickly detecting outlier issues from the dataset.
ABOUT BUSINESS UNIT
IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world's most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.
YOUR LIFE @ IBM
In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?
ABOUT IBM
IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.
At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
OTHER RELEVANT JOB DETAILS
For additional information about location requirements, please discuss with the recruiter following submission of your application.