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11.09.2019, Ref.#: 264144BR
★★★★★ Spectrum Protect Remote Support Specialist, IBM Bulgaria Ltd.
Месторабота София; Постоянна работа; Пълно работно време; Подходяща и за студенти; Подходяща и за кандидати с малък или без опит
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Spectrum Protect Remote Support Specialist

As a Spectrum Protect support specialist, you will be working as part of the Storage Support team, providing remote technical support to contracted IBM clients for reported software defect and non-defect issues. Support is provided across a range of software products running on the multiple platforms as well as to connected devices such as storage and networking. Service is mostly delivered remotely by phone support or dial-in connections to the systems with occasional on-site assistance.

As a potential candidate, you will have an interest in technical support together with a track record of excellent client handling in a support context. You will have relevant technical experience, excellent communication and listening skills as well as a confident and professional telephone manner. You are a highly self-motivated individual and work well under pressure.

Primary Role:
To provide day to day remote technical support to contracted IBM clients via telephone and email with a high level of client satisfaction. As part of a virtual support team you will; create and maintain call and problem histories using the tools CCMS, Retain and Cognitive Support Platform for worldwide visibility and application. You will use your specialised Spectrum Protect skills, knowledge and experience to the problem investigation, progression and quick resolution. You will be the owner and provide timely and effective management of the client's technical problem and resolution expectation. Contribute to overall team objectives and operational targets e.g. customer satisfaction (NPS).

Key responsibilities:

Providing as future Subject Matter Expert (SME) end to end remote technical support for Spectrum Protect & Control suite.
Performing Problem Determination, Problem Source Identification and Support on these products and operating systems.
Involving further levels of support uor development where required and assisting in technical escalation procedures, when necessary, whilst maintaining ownership of the problem for the client.
Ensuring service level commitments are met, clients are kept fully informed of progress and deadlines are maintained when escalating problems.
Prevent any customer dissatisfaction by actively managing their problem.

*Required Professional and Technical Expertise

Self Starter, able to act on own initiative in customer service situations, apply good judgement and take ownership.
Reliable and committed team player, able to operate effectively across local and geographically spread teams.
Track record of applying sound problem determination, deductive reasoning and problem source identification techniques to a variety of products and OS environments.
Excellent communication skills, both written and spoken (English), and a very professional telephone manner.
Good personal administrative and housekeeping standards.
Excellent personal time keeping and attendance record
Willingness to work on flexible working hours

*Preferred Professional and Technical Expertise

Knowledge of Websphere, DB2, SAN and Tape drives would be useful to the candidate;
Skills and experience and general understanding with all well established Operating Systems, like AIX, Windows, Linux are somehow mandatory for the candidate;
Knowledge of Spectrum Protect is preferred
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