RSET Support

Job description

IBM Cloud has a global cloud presence that continues to grow and expand its reach.

Key responsibilities include management, leadership and execution of key processes within the IBM Watson and Cloud Customer Support organization to ensure that the highest service levels are attained/maintained.

You will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will also be committed to customer success with excellent customer listening, empathy and timely response skills. In this role, you will be handling the day to day requests from customers regarding their account, billing, invoicing and other questions. You will provide credits when required, help customers through their invoice and billing questions and answer phone, chat and ticket enquiries.

Auto req ID

260716BR
Required Education

Associate's Degree/College Diploma
Role ( Job Role )

Software Developer
State / Province

KARNATAKA
Primary job category

Software Development & Support
Company

(0063) IBM India Private Limited
Contract type

Regular
Employment Type

Full-Time
ERBP

Yes
Is this role a commissionable/sales incentive based position?

No
Travel Required

Up to 10% or 1 day a week
IBM Business Group

CLOUD
Preferred Education

Master's Degree
City / Township / Village

BANGALORE
Being You @ IBM

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.
Required Technical and Professional Expertise

·  Work with finance, operations, engineering and sales to ensure we are providing the best possible customer experience in the market.
·  Ensure that all client issues are resolved in a timely manner in compliance with Service Level Objectives.
·  Continually drive automation and efficiencies within the business.
·  Manage escalations driving timely resolution of issues focusing on delivering a high level of service to both internal and external clients.
Country/Region

India
Preferred Technical and Professional Experience

·  Bachelor's degree required
·  Minimum 2 years of support experience at a management level.
·  Billing, invoice dispute resolution, account creation and cancellation experience
·  Strong negotiation, interpersonal, written/oral communication and presentation skills required
·  Ability to work in shifts and work daytime/overnight/weekend shifts as fits within a 24/7 support structure.
·  Travel to 10%.
Secondary Job Category

Other Software Development & Support
Eligibility Requirements

·  Bachelor's degree required
·  Minimum 2 years of support experience at a management level.
·  Billing, invoice dispute resolution, account creation and cancellation experience
·  Strong negotiation, interpersonal, written/oral communication and presentation skills required
·  Ability to work in shifts and work daytime/overnight/weekend shifts as fits within a 24/7 support structure.
·  Travel to 10%.
Position Type

Early Professional
Early Professional Track

Industry Early Professional
Location Statement

For additional information about location requirements, please discuss with the recruiter following submission of your application.
New Collar Role

Yes
Introduction

IBM Cloud is looking for best-in-class client support agents to support our services, account and billing operations in the AP region. You will be part of a support team that provides support to all customers in the region and beyond via phone, chat and in-person channels.
Your Life @ IBM

What matters to you when you're looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.
About Business Unit

Digitization is accelerating the ongoing evolution of business, and clouds - public, private, and hybrid - enable companies to extend their existing infrastructure and integrate across systems. IBM Cloud provides the security, control, and visibility that our clients have come to expect. We are working to provide the right tools and environment to combine all of our client's data, no matter where it resides, to respond to changing market dynamics.
About IBM

IBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.