Job Description

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. You’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 SLA’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 globally and locally.
    • Troubleshooting, coaching and development.
    • Effective coaching and mentoring are critical to the organisation’s ability to train and develop analysts at all levels, and develop best practices. Analysts at all levels are expected to be open and approachable for those seeking assistance, while senior analysts should provide guidance to more junior members of the team.
     
    8. Interpersonal Skills/Soft Skills
    • Within the scope of responsibility offers ideas and assists in problem solving.
    • Interacts proactively within and across functions.
    • Actively contributes to teamwork.
    • Keeps manager and team members apprised of important matters in timely fashion.
    • Organises work and is able to differentiate between decisions that can be made independently and those that should be referred to management.
     
     
    If you’re the right person for the job, we’ll offer you a permanent position and the opportunity to join our experienced and vital mainframe services group, where you’ll find a great use of your current skills, be challenged every day, yet able to grow and develop your skills.
     
     
    What skills and experience do you need?
    • Bachelors’ degree in Computer Science or Finance or Equivalent – this position is open to recent graduates!
    • Experience in customer support, particularly software services or system administration would be an advantage – with excellent communication and customer service skills
    • Knowledge of programming/scripting (JavaScript, Python), server architecture and networking.
    • Familiar with relational databases concepts, both basic admi
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