Ibm Software Technical Support, Enterpise Content Management

-Work closely with clients from fortune 500 companies as a leading resolver to assist and expedite problem resolution during product implementation by providing remote troubleshooting and guidance
-Review diagnostic information to assist in the isolation of a problem cause (which includes interpreting traces and dumps)
-Synergistically work with Development Engineers for knowledge transfer and code improvement
-Partner with other support teams and service units to provide seamless problem resolution that leads to delightful client perceptions
-Demonstrate proficiency in the products supported by maintaining applicable technical certifications
-Provide technical support within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction
-Demonstrate excellent oral and written communication skills