IBM Brokerage Customer Operations Analyst in AUSTIN, Texas

Be part of exciting technology and growing field — cloud technology and management. Cloud is at the center of IBM's product strategy and growth sector. By being part of the Brokerage services under GTS, the Customer Operations Analyst, will be able to work with key technologies, business solutions and customer use cases that shape this space

As a Customer Operations Analyst at IBM Brokerage Services, one will ensure the stability, integrity, and efficient operation of our infrastructure by monitoring, maintaining, supporting, and optimizing our customer deployments and fulfillment operations. A Customer Operations Analyst will contribute in implementing key improvements to ensure our customer service continues to operate efficiently with predictable results. For a Customer Operations Analyst to be successful one must apply proven communication, analytical, and problem-solving skills to help identify, communicate, and resolve issues within a complex ecosystem of Brokerage Services cloudMatrix deployments.

The goal of our support group is to delight our customers by responding quickly and effectively to customers’ technical and product support needs. Our support team leverages technical/product expertise to resolve customer issues and questions and enable customer success by helping customers overcome technical/product challenges. An ideal candidate will be one who is passionate about contributing to our efforts to achieve high customer satisfaction.

Responsibilities (including but not limited to):

  • Interact with customers both through email, phone, and ticket tracking regarding questions on product usage, problems / defects faced by the customers.

  • Research and verify possible technical issues or bugs and resolve them for customers or escalate to the next level of support.

  • The position requires some on call shifts for after-hours technical support.

  • Write product documentation or knowledge base articles.

  • Monitor all incoming fulfillment operations and take action as necessary.

  • Ensure new releases and upgrades are functional and performant for our customers. By being involved in smoke testing and defect resolution.

  • Monitor Help Desk requests,

Platform uptime & availability

Skills needed:

  • Intermediate to Advanced Excel - report generation

  • Analytics calculation to support KPI for Customer Support

  • Debugging experience with Firefox, Chrome, Safari, and or Internet Explorer

  • Quality assurance, executing test cases and capturing data for reproducible issues

  • Ability to use SSH and work on a terminal

  • Administer a Red Hat Enterprise Linux or CentOS server.

  • Understand cloud networking concepts and architecture.

  • Ability to understand bash and ruby scripting.

  • Familiarity with SaaS based ticketing systems Zendesk and JIRA.

  • 2-5 years IT experience in a multi-office environment. Prior experience on Customer Operations and support is a plus.- 1 year of public cloud (Softlayer, AWS, Azure)- 1 years or multi-hypervisor (VMWare, KVM, Hyper-V, VirtualBox)- 1 years for advanced PowerShell scripting, API- 3 years of JavaScript, CSS- 1 years of Linux Server (install, manage)- 2 years of Windows Server (install, manage)- 2 years of Quality Assurance

Domestic Delivery

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.