Application Level 2 Technical Support
At IBM, work is more than a job - it's 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 you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.
Your Role and Responsibilities
ESW (Entitled SoftWare) Level 2 Technical Support team delivers excellent technical support services to clients in the worldwide against ESW service lines. ESW L2 technical support engineers provide remote technical support to worldwide clients by collaborating with global team members. The engineer will help resolve client issues, and evaluate the nature and criticality of the problem, determine root cause and in cases involving other partners, coordinate activities with other support teams, and ultimately ensuring client satisfaction.
Investigate technical issues for clients worldwide. Replicate client issue, and report defect, if any. Provides client the temporary solution, especially in critical situation or severity 1 issue. Write documentation and support utilities to improve support quality and productivity.
Required Technical and Professional Expertise
- Strong SQL database experience, writing SQL queries
- Strong verbal and written skills in English and related interpersonal skills.
- Good judgement on when to raise alarm for potential client situations or escalations in time
- Good ability in problem troubleshooting, analysis and solution across different timezone on demand
- Be able to work independently on client issues and interlock people from other departments like L3, Sales, and etc.
- Proven ability to learn new features usage/design, then to explain product features to clients effectively and succinctly
- Strong client facing skills
- Ability to multi-task and work under tight schedules
Preferred Technical and Professional Expertise
- Major in Computer or related; Bachelor degree or above
- Web test or business analyst background
- B2B or CRM platform L2 Support, or related experience
IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.
Requires to work from the IBM office 5 days a week.
About Business Unit
The IBM Finance organization is responsible for driving enterprise performance and transformation. We are the financial stewards of IBM, delivering IBM's financial strategy, developing new business models, and mitigating enterprise risk. Do you have a passion for creating business value? Join our team in accounting, financial planning, pricing, business controls, tax, treasury, business development (acquisitions & divestitures), and global financing.
Your Life @ IBM
What matters to you when you're 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.
IBM's 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.
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.
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