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Company Name : IBM
Location : Ahmedabad, Gujarat
Position : Customer Support
Job Description : 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
Document and track customer cases from issue to resolution
Properly level-set and manage customer expectations through the resolution process, ensuring that technical issues are understood, addressed and resolved to the customer’s satisfaction
Interlock with internal and external technical teams, Offering Management, and Development to resolve product defects and improve product quality as well as ease of use/consumability.
Build tools, generate training materials, create problem resolution articles to assist our clients in expanding their deployment and knowledge base
Find solutions for a wide range of software issues including answering how-to questions, trouble-shooting defects, analyzing performance issues and collaborating across product areas to resolve problems.
Help troubleshoot software problems utilizing team expertise, knowledge content, testing and development discussions
Contribute to knowledge content used by customers and staff by creating and managing documentation
Innovate new ideas to support products and software, and provide the ultimate support experience
Required Technical and Professional Expertise
5+ year’s experience in Software Customer Support
Rich experience on ServiceNow
Understanding of Open Source Technologies
Experience with Kubernetes and Cloud
Experience in Linux or UNIX Systems Administration
Experience with CRMs and bug & incident/ticket tracking systems
Excellent written, verbal and phone skills
Analytical with strong attention to detail and excellent follow-through practices
Experience working effectively across cultures and geographies
Ability to participate in an on-call rotation throughout the year
Knowledge of microservices architecture
Experience with modern DevOps concepts, methodologies, and tools
Experience with agile methods, iterative development and continuous integration
knowledge on any scripting using any language
Self-motivated decision maker, frequently taking initiative to improve code the base and share best practices
Preferred Technical and Professional Expertise
Bachelor’s Degree (Computer Science or related) or equivalent experience
Experience with supporting cloud-native applications such as JavaScript, HTML, CSS, SQL (MySQL, PostgreSQL, or DB2, etc) or NoSQL Databases (MongoDB, Cloudant, or Cassandra, etc.)
Knowledge of the IBM Cloud offering and marketplace ecosystem
About Business Unit
IBM Ecosystem Experience team is a part of Cloud and Cognitive applications. Our mission is to partner with business units on a priority set of Digital Offerings. On those priority offerings, we enable frictionless buying through modern digital capabilities and end to end digital platforms while addressing needs of new buyer types like developers, other individual buyers, and small teams. We then focus on scale and reach through geography activation to accelerate revenue growth. We partner with Chief Digital Officers and Offering Managers in Hybrid Cloud, Cloud Platform, Cognitive Applications and Systems to drive continual improvements utilizing agile methodologies, and are now expanding our digital capabilities to Services. We then execute sales through local marketplaces, digital sellers in the geographies and 3rd party market places.
This team is transformative to IBM`s future sale strategy and is the intersection of Marketing, Sales, Commerce, web presence and provides many challenges across a broad spectrum of interesting problems. We use cutting edge development techniques and tools in a framework of a squad model that provide unprecedented autonomy for every team member to contribute and every team to tackle assignments substantial freedom. Candidates will work within the IBM`s marketplace and with external partner marketplaces, working with stakeholders, management and other squads delivering a world class experience to our customers and business partners
Your Life @ IBM
Are 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 IBM
IBM’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 Statement
When 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 @ IBM
IBM 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.
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