Technical Support Professional

We are looking for a Technical Support Professional to join the IBM Data and AI product Support team. This team of highly skilled and motivated individuals provide technical support to IBM clients on Data and AI products.You will be responsible for the following: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 in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution using problem determination/problem analysis skills.Work closely with the development lab to correct identified product defects.Communicating updates and action plans to customer or IBM representative as per response guidelines. and ability to record and document each step of the problem solving effort including any interaction with the client.Sharing knowledge and expertise with the team and also the clients, such as writing technotes, blogging in social media, etc.NAIWD24