Technical Account Manager

hace 4 semanas

Heredia, Costa Rica IBM A tiempo completo

**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 Storage 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.

The TAM facilitates monthly meetings, provides reports, advice on best practice and makes recommend actions. He/she ensures all contractual deliverables are met.

The individual must be highly motivated with strong organizational skill. He/she 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.

**Responsibilities**:

- Provide remote technical support, data analysis and respond to customer calls, questions via multiple pathways including Live Chat, Call back 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

CRCW_22

**Required Technical and Professional Expertise**
- Relevant University degree, ideally in Information Technology or Computer Science.
- At least 2 years experience working in the area of remote technical support.
- Knowledge in Storage and Networking.
- Ability to communicate technically.
- Experience in crisis management and client interaction.
- Excellent computer skills - MS Office.
- Fluency in English - both verbal and written

**Preferred Technical and Professional Expertise**
- Previous experience in a similar role will be considered as a plus.
- Previous support experience with any of the IBM or Competitor Storage Portfolio.

**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.

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**

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

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