Digital Business Automation Technical Support Professional

Provide technical support assistance to customers using problem determination/problem source identification skills.
Communicate action plans to the customer or IBM representative as appropriate.
Work closely with clients as leading resolver to assist and expedite problem resolution during product implementation by providing remote troubleshooting and guidance.
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.
Demonstrate excellent verbal and written communication skills.