We are seeking individuals with are passionate about technology to provide complex support services of our SaaS solutions. Reporting to the Manager of Customer Support this individual will work closely with our customers and Customer Success Managers to provide break-fix support operational maintenance and premium support services. This position is an integral part of our 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. In order to succeed in this team this individual must have the passion and energy to work in an entrepreneurial and fast paced environment.
IBM Apptio 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 IBM Apptio products.
- Support and maintain customers who have implemented the Apptio SaaS solution resolving customer issues in a timely fashion.
- Operational management of clients (e.g. helping load 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.
- Coach or mentor Technical Support Engineers by simplifying complex issues and modelling best practices in troubleshooting and communication.
- Partner with Escalation Management on cases that need expert customer communication and guidance.
3+ years of technical support system implementation/administration experience.
Bachelor's degree in engineering computer science MIS finance or equivalent.
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- Knowledge and application of relational database concepts.
- Experience with Cloud computing (AWS/Azure/GCP).
- Strong analytical and problem solving skills data analysis/manipulation skills.
- Ability to quickly comprehend complex spreadsheets/data in order to streamline the underlying processes into the Apptio solution; versed in formulaic logic (e.g. Excel).
- Ability to quickly context-switch between multiple complex work streams.
- Skilled at working with large data sets in Excel quickly detecting and resolving data-related issues.
5+ years of technical support system implementation/administration experience.
Master's degree in engineering computer science MIS finance or equivalent preferred.