The IBM Business Automation Platform is an integrated platform that offers capabilities to digitize business operations. The platform provides products in core areas where automation and artificial intelligence provide benefits: Robotic Process Automation, Process and Task Mining, content, workflow, and decisions. IBM Business Automation offers design, build, run, and automation services to rapidly scale programs and fully execute and operationalize an automation strategy.This role specializes in performing and enabling technical support for IBM Business Automation. Successful candidates will provide technical support assistance to customers using problem determination / problem source identification skills. They will utilize technical and negotiation skills in collaboration with development and other support organizations. This includes recommending and implementing improvements to existing technical support tools, procedures, and processes, contributing to department goals, and attaining organizational objectives through high customer satisfaction.Business Automation is a critical component in the middleware stack and plays a key role in IBM's Automation strategy. As a Customer Support Engineer, you will participate in the worldwide remote technical support team for our CloudPak, Workflow, and Decisions software. You will be part of an international team and organization that is distributed around the globe. You will act as a global team member contributing to seamless 24x7 "follow-the-sun" support for IBM's customers. You will be working with customers around the world.You will go beyond the industry standard technical support practices and will become an expert of the product, with a strong knowledge of the product internal components as well as how the solution is utilized by customers. Your top priority is always going to be customer success and customer satisfaction, by answering their technical questions and resolving their product related issues you will contribute to their success.This is going to be an excellent opportunity for you to work with the latest technologies and to grow your skills in one of IBM's strategic imperatives and IBM's Cloud Paks. You will be challenged to never stop learning, as we want you to grow for our customers, our company and last but not least for your own career.The Business Automation Technical Support engineer:· Provides technical support assistance to customers using problem determination/problem source identification skills.· Utilizes technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution.· Communicates action plans to the customer or IBM representative as appropriate.· Recommends and implements new or improvements to existing technical support tools, procedures, and processes.· May provide training for and mentor others on the team.· Contributes to department attainment of organizational objectives and high customer satisfaction.· Documents problem solutions within the company knowledge base.· Writes and provides the customer with samples of test code.· Manages requests' priorities on a daily basis.Your responsibilitiesProvide 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.
