Software Support Operations Engineer with Eng+German/Spanish/French

Job description

IBM Technical Support Services (TSS) uses enhanced analytics and leverages global infrastructure and years of experience to deliver outstanding hardware, software and multi-vendor support services to our customers worldwide.

We're looking for Software Support Operations Engineers who are eager to learn and have client-first mindset to join fast-growing multi-vendor support team. In this challenging role you will be delivering world-class customer experience and will be working on flexible working hours with shift rotation. At this role you will be supporting customers around the world over phone, e-mail and web, helping them solve complex issues and preventing outages.

Responsibilities:
·  Handling and driving to resolution to inbound requests coming from different channels (phone, chat, email / web) and on different platforms
·  Ability to be analyse the problem and provide resolution by investigating potential solutions using troubleshooting skills & all available resources
·  Provide answers for general usage and operation
·  Collaborate with other team members to achieve satisfactory resolution of customer issues
·  Escalate to other support groups when necessary and follow up with them to ensure resolution in a timely manner
·  Help maintain internal resources and knowledge bases by documenting findings and suggesting improvements
·  Participate in internal projects and continuous improvement initiatives
·  Follow established processes for effective management of support incidents
·  Desire for ongoing skills development.
·  Ability to train/educate/guide the customer on all supported applications as per customer's requirements
·  Excellent documentation skills. (Documenting interactions, collecting necessary logs etc.)
·  Utilize labs effectively for self-learning, research, perform recreates on different platforms as required
·  Ability to seamlessly work with internal/external stakeholders/organizations
·  *Ability to work on flexible scheduled working hours
IBM's Client Innovation Center is an excellent opportunity to boost your career and the Customer Support Representative as an entry level role provides an excellent opportunity to build the knowledge and experience supporting your career aspirations.

Auto req ID

195780BR
Required Education

Bachelor's Degree
Role ( Job Role )

Remote Technical Support
State / Province

SOFIA
Primary job category

Product Services
Company

(0023) IBM Bulgaria Ltd.
Contract type

Regular
Employment Type

Full-Time
ERBP

Yes
Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

GTS
Preferred Education

Master's Degree
City / Township / Village

SOFIA
EO Statement

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, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise

Required core skills :
·  Excellent Soft skills to build customer rapport for an effectively controlled interaction
·  At least 6 months of experience in customer support role
·  Excellent command of spoken and written English (B2-C2 level)
·  Excellent command of spoken and written German, French or Spanish (B2-C2 level)
·  Basic knowledge on computer hardware components such as CPU, Video & Audio controllers, and software components such as drivers
·  Demonstrates strong ownership of the issue and works well with other organizations taking accountability
·  Ability to work with guidelines rather than step by step instructions
·  An out of the box thinker with ability to assess each customer knowledge levels & deal with them accordingly with ability to turnaround difficult situations, ability to assess customer profiles and deal accordingly
·  Basic Knowledge of Software/App support, Multiple Browsers and OS (Android, IOS, Windows, MAC, Chromebook) & Email clients like Outlook & Lotus Notes
Country/Region

Bulgaria
Preferred Technical and Professional Experience

·  Basic knowledge on networking concepts such as IP address, Latency, RTT, Jitter, OSI layer model, VOIP, VPN & Firewall, etc.
·  Experience in technical customer support role will be considered as advantage
·  Good planning and organization skills
·  Any Networking background as well as certification is a plus
Secondary Job Category

Other Product Services
Eligibility Requirements

Work Permit
Position Type

Early Professional
Early Professional Track

Industry Early Professional
New Collar Role

Yes