Technical Support Professional

Job Description

Your Role and Responsibilities As a Technical Support Professional, you should have experience in a customer-facing leadership capacity. This role necessitates exceptional customer relationship management skills along with a solid technical grasp of the product/s they will support. 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 would be advantageous. 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 ExperienceIn-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 education Bachelor's Degree Preferred education Master's Degree Required technical and professional expertise Bachelor's Degree Experience5+ years Basic knowledge in Operating system administration (Windows, Linux) Basic knowledge in database administration (DB2, Oracle, MS SQL) EnglishFluent in speaking and writing Analytical thinking, structured problem-solving techniques Strong positive customer service attitude with sensitivity to client satisfaction. Must be a self-starter, quick learner, and enjoy working in a challenging, fast paced environment. Strong analytical and troubleshooting skills, including problem recreation, analyzing logs and traces, debugging complex issues to determine a course of action and recommend solutions. Preferred technical and professional experience Master's Degree in Information Technology Knowledge with OpenShift Knowledge with Apache Flink and Kafka Knowledge with Kibana Knowledge with Containerization and Kubernetes Knowledge with scripting (including Python, JavaScript) Knowledge with products of IBM's Digital Business Automation Product Family Knowledge with Process/Data Mining Knowledge with Containerization Basic knowledge of process/data mining Basic knowledge of LDAP Basic knowledge of AI technologies Fluent in speaking and writing in English Experience in Technical Support is a plus