Remote Technical Software Support - (Fluent English Speaker)

IBM - Cairo

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Experience Needed:
2 to 5 years
Career Level:
Experienced (Non-Manager)
Job Type:
Full Time
1 open position
About the Job
  • Responding to client queries and providing remote technical software support in a timely manner.
  • Maintaining highest client satisfaction and relationships even in severe and pressurized situations.
  • Interacting with client and IBM functions consistently until problem solution.
  • Performing problem management and end-to-end problem ownership by analyzing problems/situations and understanding problem impact on client business.
  • Employing IBM’s standard support delivery methodologies and tools.
  • Logging all related activities for each customer query and handling client data securely.
  • Performing in international software support delivery processes and environments.
  • Review diagnostic information to assist in isolation of a problem cause (which could include, assistance interpreting traces and dumps).
  • Identify known defects and fixes to resolve problems.
  • Provide assistance on supported product known defects for which available corrective service information and program fixes are available.
  • Identify suspected defects and engage development teams to assist in resolution.
  • Provide assistance with questions regarding product documentation related to the supported products
  • Interpret online manuals regarding IBM code and application interfaces.
  • Collaborate with other support centers and business units to provide seamless problem resolution.
  • Demonstrate proficiency in the software platform supported by maintaining applicable technical certifications.
  • Provide technical support service delivery within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction.
  • Demonstrate excellent English oral and written communication skills.
Job Requirements
  • Fluency in English; written and oral
  • Bachelors Degree; Computer Science or Software Engineering preferred
  • Basic knowledge of Operating Systems (UNIX, Linux, Windows); Experienced/Advanced usage preferred but not required.
  • Basic knowledge of storage devices and peripherals; Experienced/Advanced usage preferred but not required.
  • Basic knowledge of databases ex: DB2 ..etc
  • Flexibility to work in Shifts (US time zone shift)
About this Company

International Business Machines Corporation (IBM), incorporated on June 16, 1911, is a technology company. The Company operates through five segments: Cognitive Solutions, Global Business Services (GBS), Technology Services & Cloud Platforms, Systems and Global Financing.

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