IBM Technical Support Professional in BEIJING, China
Job description Responsibilities
Investigates and resolves simple support issues independently and productively.
Investigates and resolves moderately complex support issues that require thorough knowledge of product features with the help of more senior support specialists.
Identifies product defects based on product design and customer issues.
Uses workaround and patches correctly and designs new workaround solutions that require good knowledge of user environment and products.
Develops Knowledge Base, procedures and support tools to improve support quality and productivity.
Able to work on critical customer issues and hot-line support issues with guidance of more senior engineers
Performs code instrumentation or fixing at source code level for non-complex problems.
Required Technical and Professional Expertise
A Bachelor’s or Master’s degree in Computer Science or equivalent.
Good system-level usage experience on Unix/Linux and/or Windows.
Experience in operating across multiple computer platforms and environments.
Good understanding of product feature design and good skills in explaining product behaviors and features to customers effectively.
Good communication skills and interpersonal skills – able to work with customers and people from other departments like Client Services, Sales and Development.
Good understanding of support process, product maintenance process and some knowledge of software development process.
Good ability in problem troubleshooting, analysis and solution.
Demonstrated good productivity and quality results at customer issue handling.
Ability to raise alarms for potential customer situations or escalations.
Preferred Tech and Prof Experience