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.

The TAM facilitates monthly meetings, provides reports, advice on best practice and makes recommend actions. He/she ensures all contractual deliverables are met.

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
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
The position will require shifts rotation during US working hours.


Required Technical and Professional Expertise

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:
Английски език

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

Образование:

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:
Постоянна

Договор:

Ниво в йерархията:

Категория:

ИТ и Компютърни специалисти

Държава:

България

Населено място:

Гр. София

Адрес:

бул. ДРАГАН ЦАНКОВ 36

Дата:

08.01.2024

Организация:

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

Детайли за организацията:

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