Technical Support Professional Apprentice Conversion

International Business Machines Corp

POUGHKEEPSIE, NY

JOB DETAILS
SKILLS
Analysis Skills, Billing, Customer Experience, Customer Satisfaction, Customer/Client Research, IBM Product Family, Identify Issues, Intelligence Gathering, Problem Solving Skills, Process Analysis, Process Improvement, Resolve Customer Issues, Technical Support, Time Management, Usability Engineering
LOCATION
POUGHKEEPSIE, NY
POSTED
14 days ago

As a Technical Support Professional, you resolve issues impacting IBM client business and play a key role in enhancing the client experience. You lead the problem resolution process through analysis and troubleshooting of various complexity issues to ensure client satisfaction and minimize business impact. Your primary responsibilities will include:

  • Resolve Client Issues: Analyze and troubleshoot billing, account, technical issues, and problems to determine course of action and/or solutions. Deploy solutions or workarounds to ensure client satisfaction and minimize business impact.
  • Communicate with Clients: Engage in direct communication with clients to understand their business impact and technical needs, acting as their trusted advisor for successful utilization of IBM products & solutions.
  • Create Knowledge Assets: Develop and reuse knowledge assets and content to promote client self-sufficiency through digital solutions and improve effectiveness of IBM teams.
  • Collaborate with Teams: Coordinate and collaborate with Development, Services, and Field teams to ensure technical solutions are relevant, timely, and effective.
  • Drive Improvements: Collaborate with Development to drive product quality, functionality, serviceability, and usability improvements through intelligence gathered from case data and client feedback.

About the Company

I

International Business Machines Corp

At IBM, you don’t need a degree to shape the future. Just bring your skills—and your passion. To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate.

Not just to do something better, but to attempt things you've never thought possible. To lead in this new era of technology and solve some of the world's most challenging problems. Let’s get to work.

COMPANY SIZE
10,000 employees or more
INDUSTRY
Computer/IT Services
FOUNDED
1911
WEBSITE
http://www-03.ibm.com/employment/us/