For our Premium Storage Technical Support team we’re looking to hire Technical Account Manager(TAM) 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 Account 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 TAM.
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 Account Manager:
- Flexible schedule to support 24x7 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.
- At least 5 years experience working in the area of remote technical support technical advisor or service delivery (Field).
- At least 5 years experience on any of the IBM Storage Portfolio family:
- IBM FlashSystem IBM Enterprise Disk Storage (DS8000) IBM Tape System (Hydra & OS Tape Library)
- Experience in crisis management and client interaction
- Excellent computer skills – MS Office
- Fluency in English - both verbal and written