As a part of the development organization, you will be the voice of the customer giving feed back, and advocating for enhancements that are most important to our customers. You will work with developers and service representatives that interface with ICIC to provide customers with the best possible outcomes. We closely collaborate with the international development teams of IBM (e.g. hardware and firmware development), the product owners, and other development groups.
The focus of ICIC is for customer automation and deployment of guest servers and systems configuration. As a key member of our dynamic team, you will play a vital role in crafting exceptional software experiences.
Your responsibilities will comprise of providing direct service communication , design input, problem determination and bug fixing, performance analysis, and solving client problems. Your interaction with the overall ICIC team is key, and client facing activities (e.g. client support, providing lectures conferences) are possible.
In this job offering, we are specifically looking for new team members to grow our ICIC team working with IBMs biggest customers.
Are you interested in large systems and productivity tools? If so, our team is the right place for you!
Provide timely and professional technical support to customers via email, addressing inquiries related to Lenovo PC products.
Diagnose software issues, including but not limited to, installation configuration problems, connectivity issues, system crashes, hardware errors, connectivity problems, and peripheral compatibility.
Guide customers through troubleshooting steps, utilizing assistance tools and diagnostic software where necessary to identify and resolve technical issues.
Guide customers through installation, configuration, and service steps, utilizing remote diagnostics and diagnostic software where necessary to resolve problems.
Document all interactions with customers, including issue details, troubleshooting steps taken, and resolutions provided, in a comprehensive manner.
Escalate complex technical issues to senior support staff or appropriate internal teams, ensuring prompt resolution and customer satisfaction.
Stay updated on ICIC product specifications, technical documentation, and troubleshooting procedures to provide accurate and up-to-date support.
Collaborate with cross-functional teams, including product development, engineering, and quality assurance, to communicate customer feedback and contribute to product improvement initiatives.
Participate in training sessions and knowledge-sharing activities to enhance technical skills and stay informed about new IBM virtualization products and technologies.
Maintain a positive and customer-focused attitude while adhering to service level agreements (SLAs) and quality standards for email support.