Note: The job is a remote job and is open to candidates in USA. IBM is a leading enterprise in content management solutions, and they are seeking a Content Manager Support Engineer to provide technical support for their Content Manager product. The role involves assisting customers with problem determination, collaborating with cross-functional teams, and contributing to customer satisfaction through effective communication and technical expertise.
Responsibilities
- Provide technical support assistance to customers using problem determination/problem source identification skills
- Communicate action plans to the customer or IBM representative as appropriate
- Review diagnostic information to assist in isolation of a problem cause (which includes interpreting traces)
- Provide technical support within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction
- Partner with other support teams and service units to provide seamless problem resolution that lead to delightful client perceptions, utilizing technical and negotiation skills
- Recommend and implement new or improvements to existing technical support tools, procedures and processes
- Contribute to department attainment of organizational objectives and high customer satisfaction
- Demonstrate proficiency in the products supported by maintaining applicable technical certifications
- May provide training for and mentorship for others on the team
- Demonstrated communication skills to interact with enterprise customers, understand their issues, and guide them to resolution
- Ability to document findings, create knowledge base articles, provide fixes and contribute to support tooling
Skills
- Experience with security solutions and supporting technologies, including a broad range of security-related issues and product sets, to provide top-notch client experiences
- Experience in resolving complex technical issues, collaborating with development and other teams to identify and address root causes
- Experience with product development and growth throughout the product life cycle, including verifying product defects and enhancements
- Experience in providing technical support to clients and/or field support, leveraging superior communication, client management, and problem determination skills
- Experience working with cross-functional teams, including Development, Sales, Product Management, Services, and QA, to drive positive change in products
- Experience with a wide range of security-related issues and product sets, enabling effective collaboration with development and other teams to resolve complex issues
- Experience providing technical support to clients and/or field support, utilizing superior communication, client management, and problem determination skills to deliver timely issue resolution
- Experience working with product development and growth throughout the product life cycle, including verifying product defects and enhancements, to contribute to ongoing product improvements
Company Overview
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