דרושים Workforce Management Support Internship ב-Ibm ב-קוסטה ריקה

• Specialize in performing and enabling technical support of IBM Lab software and solutions.

• Provide technical support assistance to customers using problem determination and problem source identification skills.

• Utilize technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution.

• Communicate action plans to the customer or IBM representative, as appropriate.

• Recommend and implement new or improvements to existing technical support tools, procedures, and processes.

• Provide training for and mentor others on the team.

• Contribute to department attainment of organizational objectives and high customer satisfaction.

• 3+ years of experience in a customer support environment
• 3+ years debugging/troubleshooting and implementing solutions to complex technical issues
• 3+ years working with TCP/IP and/or SNA protocols
• Have an in-depth understanding of network technologies
• Must be highly motivated, eager to learn and have a passion for supporting great products
• Possess strong English verbal and written communication skills

• Knowledge of or experience using the MVS / z/OS mainframe operating system concepts

• Working knowledge of PLX, PLAS, REXX, and Assembler programming skills

• Working knowledge of packet trace or wireshark

• Ability to analyze system output from system ABENDs (logs, dumps)
• Able to diagnose problems ranging from code defects, configuration issues, or performance
• Knowledge of customer relationship management tools such as CSP and/or Salesforce

Job Description Your Role and Responsibilities:
You will provide technical support assistance directly to clients, developing solutions through research, analysis of diagnostic data, collaboration and problem replication.Essential Job Functions
· Provide professional, courteous and prompt technical support for assigned complex system level software products. This includes moderate scope problem prioritization, analysis, troubleshoot and devise resolution for issues requiring a review of identifiable factors. Exercise judgment within defined procedures to determine appropriate action. End result should be high level of customer satisfaction.
· Conduct analysis and research of moderately complex technical customer problems. Provides timely resolution and consistent customer communication.
· Have a documented troubleshooting plan in place for each request and communicate progress against the plan to the customer via frequent and regular status updates.
· Ensure that any solutions that were not found easily through available documentation are recommended for publishing to the knowledgebase.
· Demonstrate initiative in acquiring product skills in at least one product family on several platforms, along with supporting technologies. Develop product experience by installing, testing and using software products and attending formal and informal classes.
· Provide afterhours coverage as required.This job might be for you if
· You like an exciting environment with multiple challenges and tasks on a daily basis.
· You are excited to learn about new technologies and products, as well as develop deep skills.
· Juggling priorities and coordinating workload with your peers comes easy to you and you are patient, level-headed and cool under pressure.
· You are motivated and driven and you enjoy solving problems.
· You think on your feet and volunteer for new challenges without waiting to be asked.
· You value the work in the team and you like helping people.
· You communicate clearly, have fun connecting with our customers via video conference calls, emails or phone calls and you excel when you capture complex aspects in simple words that anyone can understand.Requirements

Required Professional and Technical Expertise· Hands-on Object-oriented programming (especially Java, but C++, C# experience also beneficial)
· Technical knowledge of UNIX/Linux and Windows preferred
· webMethods product knowledge a plus!
· Fluent in English
· Analytical thinking and problem-solving skills
· Excellent attitude contributing to the overall high morale of the team
· Excellent interpersonal and written communications skillsEducation and Experience
· Bachelor’s degree, or foreign equivalent, in Computer Science, Computer/Electronics Engineering, Telecommunications, or a relevant technology-centered field, and
· 1-5 years of experience reflecting demonstrable ability in the skill set described above; alternatively Master’s degree in Computer Science, Computer/Electronics
· Experience in a customer service or support role preferred

Preferred Professional and Technical Expertise· Knowledge of some of the following technologies: ElasticSearch, Oracle and SQL Server
· Knowledge of Cloud technologies, Containerization, Kubernetes
· Experience with utilities like packet sniffers, analyzing, stack traces and core dumps, IDEs desirable

Required Skills

· English: Advanced both spoken & written

· Bachelor's Degree

· College Studies: Administration, Economy, Psychologist or Social Sciences

· Time Management and Prioritization skills

· Attention to details

· Ability to work under pressure

· Excel Basic

Preferred Professional and Technical

· Experience in Customer Service Roles or administrative support.

· Microsoft Office