Remote Technical Software Support - (Fluent English Speaker)
IBM -
Cairo, EgyptPosted 4 years ago178People 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.
- 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)