Technical Solutions Manager for Premium Storage

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, lets talk.

Your Role and Responsibilities
For our Premium Storage Technical Support team, we’re looking to hire Technical Solutions Manager(TSM) with a client-oriented mindset. This client–facing role requires the successful candidates to provide high quality remote technical software, hardware and problem management support to IBM’s Premium storage clients for various storage products. The Technical Solutions Managers act as the technical interface for the Premium client and IBM Technical support resources. The candidates must poses proven skills of Problem Determination/ Problem Source Identification(PD/PSI) in the area of Storage. The ability to effectively use technical and negotiation skills in collaboration with other support teams/organizations is essential to the successful Premium Storage TSM.
The successful applicant will have the opportunity to work in an environment that allows an individual to develop relationship based on trust and technical expertise with some of the biggest IBM storage clients. It will allow the individual to experience work with multiple storage products which will enable their storage expertise even further and expand their technical scope. The role gives visibility on many levels from the Remote Support(SME, Development) and Client Care(Account Team, Project office) organizations. The team maintains 24/7 coverage and it will require pager rotation in future.

Your Responsibilities as a Technical Solutions Manager:

Flexible schedule to support 24×7 shift operations
Provide remote troubleshooting on technical problems, logs extractions, assistance on general configuration questions or system health checks on various products.
Collaborate with other support groups to ensure seamless problem resolution for the Premium Storage clients.
Respond to escalated customer calls, complaints, questions and/or queries
Track client activity utilizing various support tools
Provide and present Predictive and Proactive reports addressing known product defects, FW recommendations, client activity and inventory reports.
Document and follow special handling instructions for any premium client.
Maintain client relationship by participating on monthly or quarterly meetings with clients.

Required Technical and Professional Expertise

At least 2 years experience in applying problem solving techniques
At least 2 years experience in a Customer Service Representative role
At least 2 years experience in supporting clients by telephone or Webex
At least 2 years experience in applying customer satisfaction skills
At least 2 years experience on any of the IBM Storage Portfolio family: IBM Spectrum Virtualize(SpecV), IBM Enterprise Data Systems (DS8000), IBM Virtual Tape Library (Hydra) or IBM Tape Storage(OS Tape)
Fluency in English is required.

Preferred Technical and Professional Expertise

At least 4 years experience in applying problem solving techniques
At least 4 years experience in a Customer Service Representative role
At least 4 years experience in supporting clients by telephone or Webex
At least 4 years experience in applying customer satisfaction skills
At least 4 years experience on any of the IBM Storage Portfolio family: IBM Spectrum Virtualize(SpecV), IBM Enterprise Data Systems (DS8000), IBM Virtual Tape Library (Hydra) or IBM Tape Storage(OS Tape)
Fluency in English is required.

Изисквания към кандидата

Езикови познания:
Английски език

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:

Мениджмънт, бизнес развитие

Държава:

България

Населено място:

Гр. София

Адрес:

бул. ДРАГАН ЦАНКОВ 36

Дата:

28.04.2022

Организация:

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

Детайли за организацията:

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