Technical Support Analyst
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
By applying to this role, you agree that data you provide, including personal data, will be shared with IBM and also with Acoustic and any 3rd party involved in the hiring process
IBM, in support of Acoustic, is seeking an enthusiastic, self-starter to join our support team as a Technical Support Analyst (TSA). This position is in a traditional office Monday-Friday. The TSA provides clients with beginner to advanced "front line" telephone, web, chat and e-mail technical support. The TSA demonstrates proven technical expertise and customer service skills to analyze, troubleshoot and resolve issues. The role also provides walk-throughs for how-to questions with Acoustic Campaign (formerly Watson Campaign Automation, IBM Marketing Cloud, Silverpop, Engage) cloud software in a timely manner.
•Participate in holiday, after-hours and weekend on-call rotation as required
•Using aforementioned required skills, provide "front line" support via chat, web, e-mail, and telephone for issues within published Service Level Agreements
•Ability to navigate multiple work streams and tools to successfully manage incoming cases as well as backlog
•Document all client issues and interactions in case logging system and keep case/client updated with current status
•Demonstrate client service skills by managing and exceeding client expectations as measured by KPIs
•Navigate complex customer escalations, ensuring resolution of issues and post-mortem of lessons learned to share with teams.
•Escalate documented cases promptly to internal teams as required while maintaining ownership of resolution and client communications
•Develop deep technical understanding and become certified on Acoustic Campaign, with a basic understanding of other software products under Acoustic (Analytics, Content, Experience Analytics, Personalization, Exchange)
•Collaborate with global support teams across products to progress client issues across integrations
•Apply leadership skills to liaise between clients, client success, product engineering, and offering management teams as the client advocate for issue resolution as well as prioritizing product enhancements and defects. Requires communication skills tailored to the audience at any specific time.
•Identify trends across clients, cases and/or teams to initiate proactive measures/processes combatting potential problems
•Use programming knowledge and product APIs to develop internal apps, tools, interfaces to improve efficiency of TSA role and/or address client complaints
•Assist with other reasonable duties as may be required being adaptable to ever-changing business needs
Required Technical and Professional Expertise
•2 years experience working in a client-facing role in a software support or technical services capacity
•2 years experience with diagnostic skills including the ability to successfully troubleshoot and analyze software issues
•2 years HTML/CSS
•2 years XML/API (SOAP, REST)
•2 years Computer Networking Knowledge
•1 year Contact/Relational Database Knowledge
•Associate degree in technical discipline
Preferred Technical and Professional Expertise
•4 years experience in a client facing role in a software support or technical services capacity
•4 years experience with diagnostic skills including the ability to successfully troubleshoot and analyze software issues
•4 years HTML/CSS
•4 years XML/API (SOAP, REST)
•4 years Computer Networking Knowledge
•2 years Contact/Relational Database Knowledge
- Experience (and/or interest) in mobile technologies and concepts, such as Android/iOS applications, push notifications, SMS.
-Experience (and/or interest) in email and online marketing technologies
•Marketing exposure a plus
•Bachelor degree in technical discipline
About Business Unit
At IBM Cognitive Applications, we build open applications that unlock the power of data for clients, partners, and developers. Running on top of IBM's unique Hybrid, Multi-cloud and AI infrastructures, these applications work across horizontal domains and bring our technology to life for end users. Cognitive Applications unit includes: Watson Customer Engagement, Watson IoT, Watson Media and Weather, Talent & Collaboration, Digital Growth & Commerce, and IBM Developer teams.
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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