Technical Support Proffessional - Safer Payments

This dynamic opportunity is to become a Level 2 Software Support Engineer for Safer Payments. Our products protect more than 100 billion payment transactions per year from fraud. These range from payment cards and mobile payments to online banking, check, and wire transactions. A globalized world requires our solutions to be always available and to be equipped with sophisticated machine learning and artificial intelligence profiling capabilities. We are expected to process thousands of transactions within milliseconds to detect and stop fraudulent activity before payments are completed. This role specializes in performing remote technical support of IBM Data and AI software and solutions to help customers be successful. This is an excellent opportunity to work directly with customers utilizing the latest Data and AI applications, along with building relationships with Offering Management, Development, and Services. You will be supported by your experienced peers to help you learn new skills that will provide exposure to code-base/technical-side as well as soft-skills talking to some of the largest clients in the financial world.
Key to your role:
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.
Contributes to department attainment of organizational objectives and high customer satisfaction.
After ramping up on the product, you will be expected to work flexible hours or weekend on-call rotations.