IBM Global Business Services (GBS) is a team of business, strategy and technology consultants enabling enterprises to make smarter decisions and providing unparalleled client and consumer experiences in cognitive, data analytics, cloud technology and mobile app development. With global reach, outcome-focused methodologies and deep industry expertise, IBM GBS empowers clients to digitally reinvent their business and get the competitive edge in the cognitive era in over 170 countries.
Bottom line? We outthink ordinary. Discover what you can do at IBM.
As an Operations Team – Tier 2 Specialist your responsibilities will include, but are not limited to the following:
The Tier 2 Specialist works across the project team to provide users with resolution of their CRM case. This position provides the second level of support to end users by handling CRM cases that have been escalated by lower tiers. Support will be provided remotely, over the phone, or via email. This person will be required to proactively manage the CRM case queue by opening, tracking, and closing tickets. Ensures problem ownership and promotes end-user satisfaction. Defines and classifies level, priority and nature of problem, request and/or issue. If unable to diagnose problem escalates problem to the appropriate team. Create, manage, and use troubleshooting scripts to expedite and facilitate the identification and resolution of known issues.
IBM is hiring these positions to be located at our Rocket Center, West Virginia office (near Cumberland, MD). United States Citizenship, relocation to the Rocket Center area, and the ability to obtain and maintain a clearance are required.
The Public Service Sector consulting practice is a trusted advisor to federal, state and local governments, partnering to meet challenges and responding quickly to citizen demands, business needs, new economic conditions, and changing legislative priorities and policies.
Health Insurance. Paid time off. Corporate Holidays. Sick leave. Family planning. Financial Guidance. Competitive 401K. Training and Learning. We continue to expand our benefits and programs, offering some of the best support, guidance and coverage for a diverse employee population.
Our goal is to be essential to the world, which starts with our people. Company wide we kicked off an internal talent strategy program called Go Organic. At our core, we are committed to believing and investing in our workforce through:
- Skill development: helping our employees grow their foundational skills
- Finding the dream job at IBM: navigating our company with the potential for many careers by channeling an employee’s strengths and career aspirations
- Diversity of people: Diversity of thought driving collective innovation
In 2015, Go Organic filled approximately 50% of our open positions with internal talent that were promoted into the role.
With an employee population of 375,000 in over 170 countries, amazingly we connect, collaborate, and care. IBMers drive a corporate culture of shared responsibility. We love grand challenges and everyday improvements for our company and for the world. We care about each other, our clients, and the communities we live, work, and play in!
Required Technical and Professional Expertise
- Strong verbal and written communication skills necessary to communicate to the user and multiple levels of the project team in order to troubleshoot issues.
- Ability to take complex technical jargon and communicate effectively to end-users.
- Strong analytical skills and the ability to break down/isolate issues in order to troubleshoot issues.
- Ability to identify trends and patterns in cases to escalate to the lead.
- Ability to handle emotions during difficult case work.
- Ability to handle pressure of meeting SLAs.
- Ability to work in a fast paced environment.
Preferred Tech and Prof Experience
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.
IBM is a leading cloud platform and cognitive solutions company. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 employees serving clients in 170 countries. With Watson, the AI platform for business, powered by data, we [...]