Technical Support Engineer (Sydney)
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.
To lead in this new era of technology and solve some of the world's most challenging problems. Your Role and Responsibilities As a Technical Support Engineer , you will have the opportunity to be a part of an agile and global enterprise support team that prides itself on delivering an excellent level of customer service and technical support to our global SaaS and on-premise customers. Youâ€™ll become a subject matter expert in IBM Incentive Compensation Management (ICM) and become an advocate for our customers and ensuring that they are successful with our software solutions.
The roles responsibilities include providing solutions to IBM customers through troubleshooting, research and investigation, while maintaining constant communication with the customer. You will be working with our customers using ICM (SaaS and On-premise) via our ticketing system, phone, live chat and our online community and at times at the client site and you will perform triage, root cause analysis, debugging and solving problems across our solutions. This role provides a fantastic opportunity where you are always learning, getting to use the latest technologies and being part of a great team.
Your responsibilities will include: 1. Case Management / Case Resolution Handle and solve support calls from our customers and partners that relate to the technical behaviour of Incentive Compensation Management (ICM) Meeting SLAâ€™s and other customer satisfaction targets 2. Problem Solving & Reporting To independently close calls of varying technical difficulty To ensure case equity in the volume of cases with respect to peers within your team.
To ensure all calls meet the targets for resolution, escalation, documentation & completion of call To prioritise workload to ensure that any action taken is based on the priority of the call 3. Case Escalation Escalate support calls when needed To report problems in a timely fashion Troubleshooting is a critical area of responsibility for the Customer Support team. Persistence is the fundamental building block of this function.
Analysts are expected to become more innovative in the provision of workarounds and their capability of clearly and concisely identifying any bugs. 4. Technical Keep up-to-date with new functionality in our products.
Keep abreast of new technologies 5. Knowledge Management Create documentation such as FAQs, Best Practice guidelines, Internal Tips & Tricks and Knowledge Base documents and participate in our online communities 6. Field Support Occasional participation in customer projects and services engagements in order to stay close to customer/market requirements.
7. Coaching & Mentoring Technical knowledge share and collaboration both....