IBM Junior Technical Account Manager 

Costa Rica 

300456619

• Support for 24×7 / varying shift patterns may be required
• Respond to customer calls, complaints, questions and/or queries
• Provide remote troubleshooting, gather logs and assist on general configuration questions or system health checks on various products
• Collaborate with other support groups to ensure seamless problem resolution for your client
• Track client activity utilizing various support tools
• Provide and present Predictive and Proactive reports addressing known product defects, FW recommendations, client activity and inventory reports
• Document and follow special handling instructions for Premium Clients
• Maintain client relationship by participating on monthly or quarterly meetings with clients
Required Technical and Professional Expertise

• Relevant Information in Technology or Computer Science
• Experience working in the area of remote technical support. Affinity in resolving technical problems
• Ability to present and/or explain technical information via phone/virtual meeting
• Fluency in English – both verbal and written
• Excellent communication skills (both verbal and written)
• Excellent organizational skills
• Good analytical and problem solving skills
• Strong teamwork spirit
• Strong customer driven focus
• Good presentation skills
• Ability to listen to clients and understand both situational and technical issues
• Focused & Results orientated
• Accuracy and attention to details

Preferred Technical and Professional Expertise

• Some experience in Customer Service Roles.
• Knowledge & experience working in Linux or UNIX Systems
• Customer obsessed and ready to gain experience in the Customer Support area.
• Previous experience in a similar role will be considered as a plus
• Portuguese Language
• Previous support experience with any of the IBM Storage Portfolio family will be considered as a plus: IBM Spectrum Virtualize/ FS Series, IBM Enterprise Data Systems (DS8000), IBM Virtual Tape Library (Hydra) or IBM Tape Storage (OS Tape)