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 to hire a Technical Account Manager (TAM) for our Systems Power Premium Support Team.
In this role you will be a technical focal point and trusted advisor to clients who have purchased our premium support offerings.
This role will require a high level of technical and communication skills. Establish credibility and build trust with IBM Premium clients. It requires analytical thinking and problem-solving skills to quickly identify client's situation and expedite problem resolution by engaging the appropriate technical resource.
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The TAM facilitates monthly meetings, provides reports, advice on best practice and makes recommended actions. He/she ensures all contractual deliverables are met.
The individual must be highly motivated with strong organizational skills. They must be self-driven and is willing to operate in constantly evolving environment.
The role provides high visibility within the support organization, requires cross team collaboration including Product, Sales, IBM Client Care team and Business Partners. The team maintains 24/7 coverage. During training you will be required to be in the office. The role is hybrid which will allow for working from home two days a week.
Responsibilities:
• Provide remote technical support, data analysis and respond to customer calls, questions via multiple pathways including Electronic, Live Chat, Call back, phone contact, and Product Call Home.
• Perform system health checks and assist on general configuration questions.
• Collaborate with other support groups to ensure seamless problem resolution.
• Track client activity utilizing various support tools.
• Deliver Predictive and Proactive reports addressing known product defects, Firmware / Code recommendations.
• Document and follow special handling instructions.
• Maintain client relationship by participating on monthly or quarterly meetings.
• Support for 24X7 / varying shift patterns may be required.
• Live Calls: Provide remote technical support, data analysis and respond to customer calls, questions via multiple pathways including Live Chat, Call back and Product Call Home.
• Strong time management and multi-tasking skills.
Required Technical and Professional Expertise
• Relevant University degree, ideally in Information Technology or Computer Science or equivalent experience.
• Experience in crisis management and client interaction.
• Ability to communicate technically.
• Teamwork and growth mindset, and motivated learner.
• Excellent computer skills - MS Office.
• Fluency in English - both verbal and written.
Preferred Technical and Professional Expertise
• At least 2 years of experience working in the area of remote technical support.
• Knowledge in AIX (UNIX) Operating System Support.
• Previous experience in a similar role will be considered as a plus.
• Previous support experience with any of the IBM or Competitor Portfolio.