Customer Support Specialist
hace 5 días
About the Role:
As a Technical Support Engineer with IBM Systems, you will be at the forefront of delivering exceptional customer experiences for our clients.
This role specializes in providing remote technical support for IBM software, hardware, and solutions, specifically focusing on Storage Hardware and Software.
You will work as part of a Global 24X7 team, engaging with customers to troubleshoot and resolve complex issues related to hardware and software failures, installations, usage, and configuration questions.
Your expertise will be crucial in diagnosing issues, identifying resolutions, and communicating action plans to customers.
In addition, you will collaborate with development support, other technical support teams, and business units to provide seamless problem resolution.
Responsibilities:
- Engage with customers effectively in a timely manner, working as part of a Global 24X7 team.
- Provide remote troubleshooting and analysis assistance via multiple pathways.
- Utilize strong problem determination skills to diagnose issues and identify resolutions.
- Respond to escalated customer calls, complaints, questions, and queries.
- Responsible for interpreting error logs, dump files, system traces, and identifying failing components.
- Recommend and implement new technology or improvements to existing technical support tools, procedures, and processes.
- Collaborate with cross-functional teams to ensure seamless problem resolution.
Requirements:
To succeed in this role, you will need:
- Relevant university degree in Information Technology or Computer Science.
- At least 2 years of experience working in customer support.
- BASIC storage and networking knowledge, computer or server knowledge.
- Excellent customer-facing and communication skills.
- Fluency in English - both verbal and written.
About IBM Systems:
IBM Systems helps IT leaders think differently about their infrastructure. Our systems power the world's most important industries, and our clients are the architects of the future.
We offer a dynamic and innovative work environment where you can learn and develop yourself and your career. We encourage growth-minded individuals who are always curious, open to feedback, and learning new information and skills.
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