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 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 education Bachelor's Degree Preferred education Bachelor's Degree Required technical and professional expertise 5+ years of experience.

Knowledge and application of relational database concepts.

Experience with Cloud computing (AWS/Azure/GCP)

Specific knowledge and application of IT services and financial management, including budgeting, cost allocations, capital & operating expense handling, program portfolio management, and application/infrastructure support.

Strong analytical and problem-solving skills.

Strong skills in data analysis/manipulation.

Ability to quickly comprehend complex spreadsheets/data to streamline the underlying processes into the Apptio solution; versed in formulaic logic (e.g., Excel).

Self-starter – able to come up to speed on complex, difficult concepts with minimal assistance.

Ability to quickly context-switch between multiple complex work streams.

Instinctive ability to subdivide problems into basic components to efficiently pinpoint the root cause of issues.

Client-focused attitude — a customer advocate.

Team player with solid communication and presentation skills.

Skilled at working with large data sets in Excel, quickly detecting and resolving data-related issues.

Preferred technical and professional experience

Basic programming skills and web development understanding, e.g., JavaScript, HTML, CSS, SQL, Python

Knowledge of ticketing tools like Salesforce, JIRA

Knowledge of tools like Splunk, Grafana.

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Technical Support Professional