IBM Technical Support Professional - Data & AI 

Costa Rica 

114355906

Your responsibilities will include:
• Understanding, narrowing and defining the scope of clients concerns in terms of stating the problem and understanding its scope
• Managing client expectations and understanding the nature of the issue in terms of technical impact and pervasiveness
• Utilizing technical and negotiation skills and collaborate with other support teams / Dev to prioritize and diagnose problems to resolution using problem determination/problem analysis skills.
• Make timely, accurate and complete updates in case information to document all activities relating to the clients’ reported problems (including issue severity, business impact, troubleshooting actions taken and planned, testing performed and resulting outcomes, issue validation procedures and solutions given)
• Communicating updates and action plans to customer or IBM representative via the support portal, phone and email as per response guidelines
• Recognize and minimize client impact by using timely and appropriate escalation processes to engage other Support teams.
• Adhere to the first response and case update frequency SLA and continuously