Technical Support Professional

1 month ago

Singapore IBM Full time

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
About the roleIn this role, you will have the opportunity to be a part of an enterprise support team that prides itself on delivering an outstanding level of customer service and technical support to our customer. As a Technical Support Professional, you’ll become a subject matter expert in Planning Analytics and become an advocate for our customers and ensuring that they are successful with our software solutions.Responsibilities include providing solutions to IBM customers through troubleshooting, research and investigation, while maintaining constant communication with the customer.You will perform triage, root cause analysis, debugging and solving problems across Planning Analytics.

Required Technical and Professional Expertise
What will my responsibilities be?
Field incoming problem tickets from end users to resolve issues relate to the technical behavior of the Planning Analytics (TM1). Meeting SLA’s and other customer satisfaction targetsIndependently close calls of varying technical difficulty, ensure all calls meet the targets for resolution, escalation, documentation & completion of call.Priorities’ workload to ensure that any action taken is based on the priority of the callEscalate support calls when needed, report problems in a timely fashion.Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.Create documentation such as FAQs, Best Practice guidelines, Internal Tips & Tricks and Knowledge Base documentsWithin the scope of responsibility offers ideas and assists in problem solving. Interact proactively within and across functions and actively contributes to teamwork.
Preferred Technical and Professional Expertise
What skills and experience do I need?
Minimum 2 years IBM Planning Analytics (TM1) support experienceMinimum 1 year IBM Planning Analytics (TM1) developer experienceHigh Proficiency in MS Excel, Word & Power PointExcellent communication and customer service skill

About Business UnitIBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

Your Life @ IBMAre 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 IBMIBM’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 StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBMIBM 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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