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IBM- Remote Technical Software Support -(Fluent English Speaker)

IBM is hiring  Remote Technical Software Support !!!




Remote technical software support at IBM








Location : Cairo/Egypt

Required Education:Bachelor's Degree

Employment Type:Full-Time


 Job Description:

IBM’s client Software Support Specialists are required to deliver post sales Remote Technical Software Support Services in English

• Responding to client queries and providing remote technical software support in a timely manner.

• Maintaining highest client satisfaction and relationships even in severe and pressurized situations.

• Interacting with client and IBM functions consistently until problem solution.

• Performing problem management and end-to-end problem ownership by analyzing problems/situations and understanding problem impact on client business.

• Employing IBM’s standard support delivery methodologies and tools.

• Logging all related activities for each customer query and handling client data securely.

• Performing in international software support delivery processes and environments.

• Review diagnostic information to assist in isolation of a problem cause (which could include, assistance interpreting traces and dumps).

• Identify known defects and fixes to resolve problems.

• Provide assistance on supported product known defects for which available corrective service information and program fixes are available.

• Identify suspected defects and engage development teams to assist in resolution.

• Provide assistance with questions regarding product documentation related to the supported products

• Interpret online manuals regarding IBM code and application interfaces.

• Collaborate with other support centers and business units to provide seamless problem resolution.

• Demonstrate proficiency in the software platform supported by maintaining applicable technical certifications.

• Provide technical support service delivery within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction.

• Demonstrate excellent English oral and written communication skills.


This is a shift work position. The resource will work in US time zone shifts in our Egypt office which is based in Smart Village.

Requirements:

 -Fluency in English; written and oral

- Bachelors Degree; Computer Science or Software Engineering preferred

- Basic knowledge of Operating Systems (UNIX, Linux, Windows); Experienced/Advanced usage preferred but not required.

- Basic knowledge of storage devices and peripherals; Experienced/Advanced usage preferred but not required.

- Basic knowledge of databases ex: DB2 ..etc

- Flexibility to work in Shifts (US time zone shift)


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