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Remote Technical Software Support

IBM

Posted on June 30, 2020

2 - 5 years Cairo - Egypt

Bachelor of Technology/Engineering(Computers). Any Nationality

Opening 01

Job Description

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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.
job requirements
2 to 5 years
Not Specified
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)


IT - Software Services

IT Software

Keywords

Remote Technical Software Support - (Fluent...

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