Remote Software Support Specialist

For IBM's US clients Software Support Specialists are required to deliver post sale Remote Technical Software Support Services for the Microsoft operating system in English

• Providing initial remote technical software support for AIX to clients
• Interacting with client and IBM functions consistently until problem solution
• Analyzing problems/situations, understanding problem impact on client business
• Applying problem solving techniques
• Responding to client queries, providing timely resolutions to client issues
• Maintaining highest client satisfaction
• Maintaining positive client relationships even in severe and pressurized situations
• Performing problem management and end-to-end problem ownership
• Logging all related activities for each customer query and handling client data securely
• Employing IBM's standard support delivery methodologies and tools
• Performing in international software support delivery processes and environments
• Willingness to work in swing/night shifts – US off prim
• Participating in scheduled offshift (callout)

The team's location is Cairo, Egypt.
In an initial phase training will be provided to gain IBM specific product knowledge and getting used to IBM's software support processes and tools. This would be provided in Cairo.