About IBMIBM is a global technology and innovation company present in India since 1992. It is the largest technology and consulting employer in the world, with approximately 380,000 employees serving clients in 170 countries. In this new era of Cognitive Business, IBM is helping to reshape industries as diverse as healthcare, retail, banking, travel, manufacturing, and many more, by bringing together our expertise in Cloud, Analytics, Security, Mobile, and the Internet of Things. We are changing how we create. How we collaborate. How we analyze. How we engage. IBM is a leader in this global transformation.Business Unit IntroductionIBM Commerce is an industry leader in software solutions that help companies transform the way they market and sell their products. Our solutions are based on the newest technologies and are engineered using industry leading software development methods. Working with IBM Commerce products offers the opportunity to build invaluable and highly demanded skills within the industryWho You Are."This role specializes in performing and enabling remote technical support for IBM Commerce products. Successful candidates will:• Engage in deep technical analysis of software problems using problem determination / problem source identification skills• Focus on customer satisfaction by managing client relationships and effectively communicating status and action plans.• Collaborate across teams. Utilize technical and negotiation skills to work with team members in development, operations, and support to jointly diagnose problems.• Innovate! IBM Commerce Technical Support Analysts have a “voice” and are encouraged to share new ideas. Common examples include designing product feature improvements, developing tools to automate / simplify complex tasks, publishing white papers / technotes, and delivering virtual webcasts to a worldwide customer base• Grow your skills. Technical Support Analysts never stop learning and are given plenty of opportunities to build deeper technical skills across a variety of technologies. We also encourage development of non-technical skills such as project management, negotiations, and leadership.What You Will Do
The ideal candidate will have a deep Level 2 troubleshooting and working experience on enterprise class software products.We are looking for dynamic individuals who posses excellent communications skills and are able to work effectively with our Customer Support Group, and directly with customers.
Outstanding organizational skills and the ability to work in a team environment are a must.
Handle and solve support calls from our customers and partners that relate to the technical behavior of the Unica suite of products.
Meeting SLA’s and other customer satisfaction targets
To ensure case equity in the volume of cases with respect to peers within your team.
To ensure all calls meet the targets for resolution, escalation, documentation & completion of call
Escalate support calls when needed
To report problems in a timely fashion
Troubleshooting is a critical area of responsibility for the Customer Support team.
Keep up-to-date with new functionality in our products, keep abreast of new technologies
Create documentation such as FAQ’s, Best Practice guidelines, Internal Tips & Tricks and Knowledge Base documents.
Occasional participation in customer projects and services engagements in order to stay close to customer/market requirements.
Technical knowledge share and collaboration both globally and locally.
Keep manager and team members apprised of important matters in timely fashion.
Organizes work and is able to differentiate between decisions that can be made independently and those that should be referred to management.
Provide training for and mentor others on the team. Contributes to department attainment of organizational objectives and high customer satisfaction.
How we’ll help you grow:
You’ll have access to all the technical and management training courses you need to become the expert you want to be
You’ll learn directly from expert developers in the field; our team leads love to mentor
You have the opportunity to work in many different areas to figure out what really excites you
A passion for Customer Success!
Good communication and articulation skills
An understanding or experience of an industry standard RDBMS (Oracle / SQL Server/ DB2/Teradata/Netezza etc)
An understanding of network technology
LDAP Servers – Active Directory, Tivoli and Sun Java
Experience with Application Servers (IBM Websphere, Bea Weblogic, Tomcat)
Experience with HTML and XML
Experience with Windows OS and at least 1 UNIX flavor (SunOS, IBM AIX, HPUX)
Troubleshooting skills with the likes of truss, dbx/adb
Ability to install and configure applications on UNIX environments
OS - AIX, Solaris, HP, Windows
Should be willing to work in shifts
Long term commitment to Pune location is must