Support Center Representative
IBM -
Cairo, EgyptPosted 4 years ago101People have clicked1 open position
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Job Description
- 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.
- Following established processes for effective management of support incidents
- 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.
- 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.
- 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.
- Adhere to the set working schedule, supporting 24x7 shift operations and on-call coverage.
Job Requirements
Required Technical and Professional Expertise
- At least 1 years experience working in the area of Customer support
- Language skills: Fluency in English; written and oral
- Technical skills: Basic knowledge of Operating Systems (UNIX and Linux);
- Bachelors Degree; Computer Science or Software Engineering preferred
Personal skills:
- Excellent communication skills (both verbal and written)
- Excellent organizational skills
- Good analytical and problem solving skills
- Ability to work within a team
- Strong customer driven focus
- Good presentation skills
- Ability to listen to clients and understand both situational and technical issues
- Focused & Results orientated
- Accuracy and attention to details
Preferred Technical and Professional Expertise
- Language skills: Fluency in French, German, Italian or Spanish;
Technical skills:
- C and UNIX / Linux shell script programming;
- AIX operating system; AIX (or UNIX / Linux) networking, file systems, security and administration;
- Working knowledge of common administration and debugging tools
- Additional consideration for existing knowledge of IP Security (IP)
- Additional consideration for existing knowledge of IBM support tools and processes
