Technical Support Professional

Introduction

You:

We are seeking individuals with are passionate about technology, to provide complex support services of our SaaS solutions. Reporting to the Manager of Technical Support, this individual will work closely with our customers, Customer Success Managers and partners to provide break-fix support and operational maintenance. This position is an integral part of IBM Targetprocess's long-term relationship with its global customers, and the efforts put forth by this individual will directly impact the long-term success of the relationship. To succeed in this team, this individual must have the passion and energy to work cross functionally in a collaborative environment.

Us:

Targetprocess support is a global 24/7 team whose mission is to provide our customers with world class support. We strive to go above and beyond for our customers ensuring their success using our Targetprocess products.

Your role and responsibilities

• Support and maintain customers who have implemented the IBM Targetprocess SaaS solution, resolving customer issues in a timely fashion.
• Operational management of clients (e.g. helping loading new data, maintaining and validating dashboard/report outputs, etc...)
• Build and maintain excellent relationships with clients and achieve the highest level of customer satisfaction.
• Work as part of our extended support team, doing whatever it takes to exceed customer expectations.
• Use your business and technical analysis skills and knowledge of IT environments to solve complex issues and promote best practices.
• Collaborate with other departments in the company to achieve customer satisfaction.

Required education

Bachelor's Degree

Preferred education

Bachelor's Degree

Required technical and professional expertise

• Exposure to technical support, system implementation/administration experience
• Hands on experience in technical support
• Basic understanding of Web Development (Javascript, HTML, CSS)

Preferred technical and professional experience

• Strong analytical and problem-solving skills.
• Strong skills in data analysis/manipulation.
• Ability to quickly comprehend complex data model
• Versed in formulaic logic (e.g. Excel formulas)
• Self-starter - able to come up to speed on complex, difficult concepts with minimal assistance.
• Ability to quickly context-switch between multiple complex work streams.
• Instinctive ability to subdivide problems into basic components in order to efficiently pinpoint root cause of issues.
• Client-focused attitude - a customer advocate.
• Team player with solid communication and presentation skills
• Empathy - desire to help people
• Continuous improvement - tech savvy, enjoys learning
• Accountability - takes responsibility for their tasks
• Basic programming skills in any language and platform, such as Javascript, .NET or Python
• Knowledge of ticketing tools like Salesforce, JIRA
• Knowledge of monitoring tools such as Grafana
• Knowledge and application of relational database concepts, ability to write basic SQL queries
• Understanding of REST API
• Basic understanding of Agile methodologies

ABOUT BUSINESS UNIT

IBM Software infuses core business operations with intelligence-from machine learning to generative AI-to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM's AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM's hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments-a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

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.

The compensation range and benefits for this position are based on a full-time schedule for a full calendar year. The salary will vary depending on your job-related skills, experience and location. Pay increment and frequency of pay will be in accordance with employment classification and applicable laws. For part time roles, your compensation and benefits will be adjusted to reflect your hours. Benefits may be pro-rated for those who start working during the calendar year.