IBM jobs - Product Support Analyst

Introduction
A Technical Support Representatives at IBM is a front-line position supporting our products and making sure they are at their best for our customers. With over 100 years in technology, IBM has built a strong reputation of quality service and this role ensures we continue to deliver on that promise. If you enjoy helping people with technical issue, you’ll love your career at IBM.


Your Role and Responsibilities
Who you are:

Contact Center Analyst provides solutions to customer's questions and problems as well as any anticipated issues related to the installation and use of Truven software products. Communicates accurate and timely information to the customer to meet or exceed expectations and Service Level Agreements (SLAs). Influences the content and quality of product software components and documentation.

What you'll do:

A work environment which involves troubleshooting of issues for clients with their product features. This involves clients raising cases via email, web & phone. Customer service role which requires immediate attention to sensitive issues like product access, downtime issues & monitoring of critical queues where clients direct their inquiries too.

How we’ll help you grow:

• Assuming responsibility of all customer needs.
• Incident Management.
• Proposing improvements to our products and processes.
• Ability to prioritize work efficiently and work well under pressure with minimal direction.
• You’ll have access to all the technical and process specific training courses you need to become the expert you want to be. You’ll learn directly from specialists in the field; they would love to mentor. You have the opportunity to explore/learn/work in different areas to figure out what really excites you.

Required Technical and Professional Expertise

• Experience with customer support activities with sensitivity to customer needs and expectations.
• Professional proven interpersonal and communication skills.

• Very good problem-solving and analytical skills with attention to detail required.
• Technical proficiency using and trouble-shooting software.
• 2-3 years of international calling experience is required

Preferred Technical and Professional Expertise

• Knowledge of U.S. healthcare system
• Exposure to all MS Office packages; knowledge on SQL is an added advantage.
• Experience of working on core Healthcare products, challenging yet motivating environment.

International voice/calling experience along with exposure to Contact Center activities which includes email support required for this role.


About Business Unit
IBM Watson Health is pioneering a new partnership between humanity and technology with the goal of transforming global health and revolutionizing many aspects of the medical and pharmaceutical industries, as well as government sectors.  We aspire to improve lives and give hope by delivering innovation to address the world’s most pressing health challenges through data and artificial intelligence insights.


Your Life @ IBM
What matters to you when you’re looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.


About IBM
IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.


Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application.


Being You @ IBM
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.