Introduction
A career in IBM Software means you'll be part of a team that transforms our customer's challenges into solutions.
Seeking new possibilities and always staying curious, we are a team dedicated to creating the world's leading AI-powered, cloud-native software solutions for our customers. Our renowned legacy creates endless global opportunities for our IBMers, so the door is always open for those who want to grow their career.
IBM's product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive.
Your Role and Responsibilities
As a Technical Support Professional, you will gain experience in a customer-facing capacity. This role necessitates exceptional customer relationship management skills along with a solid technical grasp of the product/s they will support.
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The Technical Support Professional is expected to adeptly manage conflicting priorities, thrive under pressure, and autonomously navigate tasks with minimal active guidance. The successful applicant should possess a comprehensive understanding of IBM support, development, and service processes and deliveries. Knowledge of other IBM business procedures and professional training in mediation or conflict resolution will be taught.
Your primary responsibilities include:
- Direct Problem-Solving Experience: Previous experience in addressing client issues is valuable, along with a demonstrated ability to effectively resolve problems.
- Strong Communication Skills: Ability to communicate clearly with both internal and external clients through spoken and written channels.
- Business Networking Experience: In-depth experience and understanding of the IBM and/or OEM support organizations, facilitating effective networking and collaboration.
- Excellent Coordination, Leadership & Organizational Skills: Exceptional coordination and organizational abilities, capable of leading diverse teams and multitasking within a team-based business network environment. Proficiency in project management is beneficial.
- Excellence in Client Service & Client Satisfaction: Personal commitment to pursuing client satisfaction and continuous improvement in the delivery of client problem resolution.
- Language Skills: Proficiency in English is required, with fluency in multiple languages considered advantageous.
Required Technical and Professional Expertise
- Experience with client facing roles, preferably working directly with customer issues
- Ability to troubleshoot complex issues and provide step-by-step technical help, both written and verbal.
- Ability to recognize and prioritize critical tasks independently
Preferred Technical and Professional Expertise
- Experience in Databases e.g., DB2, MS SQL, Oracle
- Experience in web deployment, CGI applications and servlets
- Cloud providers and underlying technologies (e.g., IBM, AWS, Azure, Orchestration software)
- Network administration
- Container technologies (e.g., Kubernetes, Docker)