• Technical Support Analyst Jobs in United States Of America - 23853061

  • IBM India Pvt Ltd
  • United States Of America, Usa

Job Description:

Introduction
At IBM, work is more than a job - its a calling 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 youve never thought possible Are you ready to lead in this new era of technology and solve some of the worlds most challenging problems If so, lets talk

Your Role and Responsibilities
IBM, in support of Acoustic, is seeking an enthusiastic, self-starter to join our support team as a Technical Support Analyst (TSA) This position is In a traditional office Monday-Friday The TSA provides clients with beginner to advanced front line telephone, web, chat and e-mail technical support The TSA demonstrates proven technical expertise and customer service skills to analyze, troubleshoot and resolve issues The role also provides walk-throughs for how-to questions with Acoustic Campaign (formerly Watson Campaign Automation, IBM Marketing Cloud, Silverpop, Engage) cloud software in a timely manner

Required Responsibilities
Participate in holiday, after-hours and weekend on-call rotation as required
Using aforementioned required skills, provide front line support via chat, web, e-mail, and telephone for issues within published Service Level Agreements
Ability to navigate multiple work streams and tools to successfully manage incoming cases as well as backlog
Document all client issues and interactions in case logging system and keep case/client updated with current status
Demonstrate client service skills by managing and exceeding client expectations as measured by KPIs
Navigate complex customer escalations, ensuring resolution of issues and post-mortem of lessons learned to share with teams
Escalate documented cases promptly to internal teams as required while maintaining ownership of resolution and client communications
Develop deep technical understanding and become certified on Acoustic Campaign, with a basic understanding of other software products under Acoustic (Analytics, Content, Experience Analytics, Personalization, Exchange)
Collaborate with global support teams across products to progress client issues across integrations
Apply leadership skills to liaise between clients, client success, product engineering, and offering management teams as the client advocate for issue resolution as well as prioritizing product enhancements and defects Requires communication skills tailored to the audience at any specific time
Identify trends across clients, cases and/or teams to initiate proactive measures/processes combatting potential problems
Use programming knowledge and product APIs to develop internal apps, tools, interfaces to improve efficiency of TSA role and/or address client complaints
Assist with other reasonable duties as may be required being adaptable to ever changing business needs

Required Professional and Technical Expertise
2 years experience working in a client facing role in software support or technical services capacity
2 years experience with diagnostic skills including the ability to successfully troubleshoot and analyze software issues
2 years in HTML/CSS; XML/API (SOAP, REST)
1 year programming experience (SQL, Java, JavaScript, Python, jQuery, JSON and/or PHP)
2 years experience in computer networking/knowledge
1 year experience in contact/relational database knowledge

Preferred Professional and Technical Expertise
4 years experience working in a client facing role in software support or technical services capacity
4 years experience with diagnostic skills including the ability to successfully troubleshoot and analyze software issues
4 years in HTML/CSS; XML/API (SOAP, REST)
2 years programming experience (SQL, Java, JavaScript, Python, jQuery, JSON and/or PHP)
4 years experience in computer networking/knowledge
2 year experience in contact/relational database knowledge
Marketing exposure

About Business Unit
At IBM Cognitive Applications, we build open applications that unlock the power of data for clients, partners, and developers Running on top of IBMs unique Hybrid, Multi-cloud and AI infrastructures, these applications work across horizontal domains and bring our technology to life for end users Cognitive Applications unit includes Watson Customer Engagement, Watson IoT, Watson Media and Weather, Talent & Collaboration, Digital Growth & Commerce, and IBM Developer teams

Your Life IBM
What matters to you when youre looking for your next career challenge

Maybe you want to get involved in work that really changes the world What about somewhere with incredible and diverse career and development opportunities where you can truly discover your passion Are you looking for a culture of openness, collaboration and trust where everyone has a voice What about all of these If so, then IBM could be your next career challenge Join us, not to do something better, but to attempt things you never thought possible

Impact Inclusion Infinite Experiences Do your best work ever

About IBM
IBMs greatest invention is the IBMer We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries

Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application

Being You IBM
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

Profile Summary:

Employment Type : Full Time
Eligibility : Any Graduate
Industry : Software Services, IT-Software
Functional Area : IT Software : Software Products & Services
Role : Software Engineer
Salary : As per Industry Standards
Deadline : 19th Apr 2020

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