TLS Junior Technical Account Manager

Introduction
At IBM work is more than a job – it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better but to attempt things you’ve never thought possible. Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems? If so lets talk.

Your Role and Responsibilities
• Support for 24×7 / varying shift patterns may be required
• Respond to customer calls complaints questions and/or queries
• Provide remote troubleshooting gather logs and assist on general configuration questions or system health checks on various products
• Collaborate with other support groups to ensure seamless problem resolution for your client
• 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 Premium Clients
• Maintain client relationship by participating on monthly or quarterly meetings with clients

Required Technical and Professional Expertise

• Relevant Information in Technology or Computer Science
• Experience working in the area of remote technical support. Affinity in resolving technical problems
• Ability to present and/or explain technical information via phone/virtual meeting
• Fluency in English – both verbal and written
• Excellent communication skills (both verbal and written)
• Excellent organizational skills
• Good analytical and problem solving skills
• Strong teamwork spirit
• Strong customer driven focus
• Good presentation skills
• Ability to listen to clients and understand both situational and technical issues
• Focused & Results orientated
• Accuracy and attention to details

Preferred Technical and Professional Expertise

• Some experience in Customer Service Roles.
• Knowledge & experience working in Linux or UNIX Systems
• Customer obsessed and ready to gain experience in the Customer Support area.
• Previous experience in a similar role will be considered as a plus
• Portuguese Language
• Previous support experience with any of the IBM Storage Portfolio family will be considered as a plus: IBM Spectrum Virtualize/ FS Series IBM Enterprise Data Systems (DS8000) IBM Virtual Tape Library (Hydra) or IBM Tape Storage (OS Tape)