Concert Support Engineer

This position provides the opportunity to work in a high growth area in the IBM Software – IT Automation area.  The successful candidate will work with our IBM Concert product and On-Call Manager, providing remote support assistance, debugging and resolution to our clients world-wide, with focus on Europe, Middle East and Africa.

The role provides technical support assistance directly (remote sessions / phone/ live chat / cognitive support platform) to clients, using problem determination and analytical skills. We use technical and negotiations skills in collaboration with other (support) organizations to prioritize and work problems to resolution. You will be involved in the following:
Own customer relationships and technical solutions on large scale enterprise environments
You will develop, document, and communicate action plans to clients and IBM teams as appropriate.
Look for avenues to recommend, or implement, new solutions or improvements to existing technical support tools, procedures, or processes.
Collaborate with other support and development teams to find a solution.
Communicate with the client regularly and keep them updated of the status and progress.
Participate in department objectives such as building the knowledge base (writing technical content and social media contributions), improving serviceability, mentoring team members, and contributing to high customer satisfaction.