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Your Role and Responsibilities
This position provides the opportunity to work in a high growth area in the Sustainability Software organization on the Environmental Intelligence Suite and the IBM Weather Business Solutions Aviation product family of software by providing remote debugging and resolution to customer issues. Product Support is vital for IBM customer to use and leverage IBM software to solve their business problems. It aims to bring problem resolution closer to the customer and ensure a common, efficient, and streamlined process. The role provides technical support assistance directly (phone/electronically) to customer using problem determination and technical analytical skills. Will use technical and negotiations skills in collaboration with other support organizations to prioritize and work problems to resolution. You will develop, document, and communicate action plans to customers and IBM teams as appropriate. Look for avenues to recommend/or implement new solutions or improvements to existing technical support tools, procedures, or processes. Participate in department objectives such as building the knowledge base (writing technical tips), improving serviceability, and contributing to high customer satisfaction in addition to a familiarity to weather and aviation terminology.
Required Technical and Professional Expertise
Technical Support Professional will provide customer support to facilitate the delivery of products and internet-delivered services to clients.
Will provide technical and application support on Environmental Intelligence Suite and the IBM Weather Business Solutions Aviation product family of software facilitate installation of applications.
Customer support objectives and achieve on-going business objectives.
0-2 years of experience
Provide telephone/email/ technical support to customers using TWC weather decision support to include problem qualification, fault isolation, problem determination and problem resolution of system and applications problems
Provide end users with application help and support
Open cases to implement repair of identified software failures and track to closure
Provide application support of software applications
Remotely support customer on use of product, troubleshooting skills to determine root cause of customer issue
Enter all call and problem activity into Call Tracking System through to problem resolution
Escalate in a timely fashion all qualified system and applications issues that cannot be resolved within the Help Desk and track to c+C49
Preferred Technical and Professional Expertise
Knowledge of aviation workings such as flight plan filing and flight tracking
Knowledge of aviation weather
Understanding of basic networks such as a broadband home network or basic LAN networking
About Business UnitIBM’s Cloud and Cognitive software business is committed to bringing the power of IBM’s Cloud and Watson/AI technologies to life for our clients and ecosystem partners around the world. IBM provides you with the most comprehensive and consistent approach to development, security and operations across hybrid environments-with complete software solutions for business and IT operations, development, data science, security, and management. Our experts and software capabilities help organizations develop applications once and deploy them anywhere, integrate security across the breadth of their IT estate, and automate operations with management visibility. With IBM, you also have access to new skills and methods, governance and management approaches, and a deep ecosystem of industry experts and partners.
This job requires you to be fully COVID-19 vaccinated prior to your start date and proof of vaccination status will be required before your start date. During the Onboarding process you will be asked to confirm your vaccination status, in case you are unable to get vaccinated for any reason, you can let us know at that stage. Please let us know if you are unable to be vaccinated due to medical or religious reasons. IBM will consider such requests on a case by case basis subject to submission of required proof by the candidate before a stipulated date.
Your Life @ IBMAre you craving to learn more? Prepared to solve some of the world’s most unique challenges? And ready to shape the future for millions of people? If so, then it’s time to join us, express your individuality, unleash your curiosity and discover new possibilities.
Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change – to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.
It’s time to define your career.
About IBMIBM’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 50 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.
Location StatementWhen applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience.
For additional information about location requirements, please discuss with the recruiter following submission of your application.
Being You @ IBMIBM 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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.