Technical Account Manager – US

Описание

Introduction
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, let’s talk.
At IBM Bulgaria, in our Systems organization, we make sure that the world continues to operate driven by our latest and greatest technologies, such as System Z, Storage, Power, AIX and many other solutions. In our Client Innovation Center Sofia, the people have the chance to collaborate with the whole world and clients from every corner of it. We already have experts in development, DevOps, QA and Support Engineers. We also have opportunities in more client-oriented roles, such as Emergency Response Managers, Technical Escalation Managers, and many Project management roles.

Your Role and Responsibilities

We are looking to hire a Technical Account Manager (TAM) for our Systems Storage Premium Support Team.
In this role you will be a technical focal point and trusted advisor to clients who have purchased our premium support offerings.

This role will require a high level of technical and communication skills. Establish credibility and build trust with IBM Premium clients. It requires analytical thinking and problem-solving skills to quickly identify client’s situation and expedite problem resolution by engaging the appropriate technical resource.

The TAM facilitates monthly meetings, provides reports, advice on best practice and makes recommend actions. He/she ensures all contractual deliverables are met.
The individual must be highly motivated with strong organizational skill. He/she must be self-driven and is willing to operate in constantly evolving environment.

The role provides high visibility within the support organization, requires cross team collaboration including Product, Sales, IBM Client Care team and Business Partners.
The team maintains 24/7 coverage. (Support for 24X7 / varying shift patterns may be required).

Responsibilities:

Provide remote technical support, data analysis and respond to customer calls, questions via multiple pathways including Live Chat, Call back and Product Call Home
Perform system health checks and assist on general configuration questions
Collaborate with other support groups to ensure seamless problem resolution
Track client activity utilizing various support tools
Deliver Predictive and Proactive reports addressing known product defects, Firmware / Code recommendations
Document and follow special handling instructions
Maintain client relationship by participating on monthly or quarterly meetings
The position will require shifts rotation during US working hours.

What we offer:

Company-paid training and certifications
Work in a team with leading specialists
Competitive remuneration package
Diverse job role structure giving opportunities for growth within the team
Hybrid working model with flexibility to work from home on a regular basis
A workplace in an open, friendly hi-tech environment
Recognition awards
Additional health coverage
Special offers and discounts/ corporate badge program
Did we mention free coffee, snacks?
Eco-friendly travelers are welcome to the office – parking places for bikers and monthly allowance for transportation are available to all employees
Referral bonus program

Required Technical and Professional Expertise

Relevant University degree, ideally in Information Technology or Computer Science
At least 2 years experience working in the area of remote technical support.
Knowledge in Storage and Networking
Ability to communicate technically
Experience in crisis management and client interaction
Excellent computer skills – MS Office
Fluency in English – both verbal and written

Preferred Technical and Professional Expertise

Previous experience in a similar role will be considered as a plus
Previous support experience with any of the IBM or Competitor Storage Portfolio

Изисквания към кандидата

Езикови познания:

Трудов опит:
С професионален опит от 1 - 3г.

Образование:

Ние предлагаме

Вид заетост:

Срок на заетост:

Договор:

Ниво в йерархията:
Експертен персонал без ръководни функции

Категория:

ИТ и Компютърни специалисти

Държава:

България

Населено място:

Гр. София

Адрес:

бул. ДРАГАН ЦАНКОВ 36

Дата:

07.02.2023

Организация:

Ай Би Ем България ЕООД
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

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