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09.09.2019, Ref.#: 247078BR
★★★★★ Storage Technical Support Specialist with French, IBM Bulgaria Ltd.
Месторабота София; Постоянна работа; Пълно работно време; Подходяща и за студенти
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Storage Technical Support Specialist with French

IBM Technical Support Services (TSS) uses enhanced analytics and leverages global infrastructure and years of experience to deliver outstanding hardware, software and multi-vendor support services to our customers worldwide.

For our fast-growing multi-vendor support team, we’re looking to hire Customer Support Representatives with client-first mindset and eager to learn. In this challenging role, you’ll participate in shift rotation to support customers around the world over phone, e-mail and web, helping them solve complex issues and preventing outages.

Responsibilities:

• Provide remote technical support expertise to both customers and internal field personnel in any country where IBM does business.
• Perform problem determination/fault isolation by analyzing support logs and diagnostic data to document detailed action plans that resolve client issues accurately the first time.
• Use specialized diagnostic tools to isolate complex client problems.
• Collaborate closely with L2 support teams to drive fixes on complex and critical issues.
• Keep customers, partners, and internal stakeholders regularly informed of problem investigation and resolution status throughout the support service request life cycle, maintaining high level of customer satisfaction.
• Ensure that all actions taken are clearly and regularly documented in the support service request.
• Adhere to the set working schedule, supporting 24x7 shift operations and on-call coverage.
This position will require working in European and US prime time and weekend shifts.

*The working hours are schedule based

IBM’s Client Innovation Center is an excellent opportunity to boost your career and the Customer Support Representative as an entry level role provides an excellent opportunity to build the knowledge and experience supporting your career aspirations.
IBM is committed to a diverse environment and is proud to be an equal opportunity employer. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Required Technical and Professional Expertise:
  • At least 1 year of experience in a technical support role – Remote support or Administration.
  • Experience in customer facing roles.
Skills and competencies:
  • Excellent command of spoken and written English (B2-C1 level).
  • Excellent command of spoken and written French (B2-C1 level).
  • Excellent soft skills, active listening/reading, sympathy, ask when in doubt, explain clearly and set right expectations.
  • Excellent computer skills, including MS Office and web navigation.

Preferred Tech and Proffessional Experience:
  • Experience with UNIX/Linux OS and virtualization technologies.
  • Knowledge in TCP/IP concepts.
  • Experience providing technical support or administration for storage products with focus on the following OEMs: NetApp, Lenovo
  • Knowledge of storage networking SAN/NAS standards and protocols (Fibre Channel, iSCSI, NFS, CiFS, etc.)

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
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