Technical Support

Responsibilities:

• Responding to client queries and providing remote technical software support in a timely manner.
• Maintaining highest client satisfaction and relationships even in severe and pressurized situations.
• Interacting with client and IBM functions consistently until problem solution.
• Performing problem management and end-to-end problem ownership by analyzing problems/situations and understanding problem impact on client business.
• Employing IBM's standard support delivery methodologies and tools.
• Logging all related activities for each customer query and handling client data securely.
• Performing in international software support delivery processes and environments.
• Review diagnostic information to assist in isolation of a problem cause (which could include, assistance interpreting traces and dumps).
• Identify known defects and fixes to resolve problems.
• Provide assistance on supported product known defects for which available corrective service information and program fixes are available.
• Identify suspected defects and engage development teams to assist in resolution.
• Provide assistance with questions regarding product documentation related to the supported products
• Interpret online manuals regarding IBM code and application interfaces.