Full Job Description
Software Developers at IBM are the backbone of our strategic initiatives to design, code, test, and provide industry-leading solutions that make the world run today - planes and trains take off on time, bank transactions complete in the blink of an eye and the world remains safe because of the work our software developers do. Whether you are working on projects internally or for a client, software development is critical to the success of IBM and our clients worldwide. At IBM, you will use the latest software development tools, techniques and approaches and work with leading minds in the industry to build solutions you can be proud of.
Your Role and Responsibilities
The IBM Cloud Advanced Customer Support (ACS) team in Dallas, TX is seeking Japanese speaking bi-lingual Technical Support Engineers whose primary mission will be to provide world class technical service and support to IBM’s customers and partners. The ACS-Fabric team handles IBM Cloud Platform-related issues focusing on Kubernetes, Cloud Foundry/Cloud Foundry Enterprise, Functions, IBM Cloud CLI, and SoftLayer legacy API.
We are expanding our team by adding intermediate & senior-level Technical Support Engineers to work closely with teammates as well as with development and other stakeholders and business partners to resolve complex issues and provide an excellent customer experience. Your responsibilities will include reviewing diagnostic information, troubleshooting, problem recreation and debugging complex product issues to determine course of action and/or solutions.
If you love technology, tackling complex challenges, and leveraging your technical expertise to help others, we want you as part of our talented worldwide technical support team. We have several roles open for various backgrounds and skill levels that you can view via this link: http://ibm.biz/Cloud_AdvancedCustomerSupport_Hiring
We are looking for individuals who:
Have a passion for customer care and customer satisfaction
Are experienced in client facing technical support
Are anxious to develop and manage customer relationships
Have exceptional communication skills to include: active listening, adaptability and attention to detail
Are analytical with excellent follow-through
Some of the responsibilities will include:
Analyzing complex problems in a disciplined manner and clearly communicating solutions and workarounds to customers.
Providing technical support assistance directly to customers and/or IBM representatives using problem determination and technical analytical skills.
Writing knowledge articles, performing causal analysis, contributing to service metrics, and focusing on defect prevention activities resulting in high customer satisfaction results.
Providing recommendations for improvements to existing technical support tools, procedures, and processes.
Utilizing relevant and timely content to improve client self-sufficiency.
Contributing to department attainment of organizational objectives and high customer satisfaction.
Being available to be on-call on a rotating basis throughout the year.
Python, Java, Cloud Platform, technical support specialist, client facing, customer support, problem resolution, network, Kubernetes, Cloud Foundry, PaaS, Cloud, bilingual, Japanese, Dallas, TX, @dianerecruits | DR_ACS_2020
Required Technical and Professional Expertise
Development experience: Python,Java,Node.js or similar
Understanding and/or working knowledge of Cloud Platform Stacks
Experience in Managing Client Expectations/Satisfaction
Experience in Problem Determination & Resolution
Bachelor’s degree or equivalent experience in Networking, Computer Science, Information Technology, Electrical/Computer Engineering or a similar field
Must be fluent in spoken Japanese and English language as well as the ability to write in Kanji, Hiragana and Katakana Japanese characters
Preferred Technical and Professional Expertise
At least 1 year of experience in Managing Client Expectations/Satisfaction
At least 1 year of experience in Problem Determination/Resolution
Network diagnostic skills using utilities like dig, traceroute, mtr etc.
Knowledge of container technology and Kubernetes container orchestration
Knowledge of Cloud Foundry and/or PaaS
About Business Unit
Digitization is accelerating the ongoing evolution of business, and clouds - public, private, and hybrid - enable companies to extend their existing infrastructure and integrate across systems. IBM Cloud provides the security, control, and visibility that our clients have come to expect. We are working to provide the right tools and environment to combine all of our client’s data, no matter where it resides, to respond to changing market dynamics.
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.
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.
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.