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.
Target process 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 Target process products.
What You’ll Do:
- 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.
- Exposure to technical support system implementation/administration experience
- 4 year degree in engineering or computer science
- Basic understanding of Web Development (Javascript HTML CSS)
- 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