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AI Applications Product Support Engineer - WCE_EDI

2.00 to 5.00 Years   Bangalore   29 Oct, 2020
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

The L1 Software Support Engineer will work closely with IBM worldwide SaaS customers to manage and resolve issues for the IBM Products through email, phone and web communication in the global support environment. What you will Do: Each implementation is unique in its design. Providing for an constantly changing and exciting challenge. If working in this area interests you, and you have the aptitude and energy to take the on technical support issues of the top corporations in the world, we would like to meet you. Previous knowledge of our products is a plus, but it is not a requirement for consideration. New hires will be provided training at a level beyond standard user functionality. Pairing with a mentor and continuing on in a collaborative team environment. Applicants must be able to openly share ideas and communicate thoroughly and professionally in both verbal and written forms. Responsibilities of a AI Applications Product Support Engineer include but are not limited to:

  • Independently manage all customer communication channels.
  • Responsible for case management and customer communication.
  • Coordinate between customer, SaaS/internal teams, engineering, DevOps, ITOps teams
  • Educate customers on IBM software and support best practices.
  • Proficient in the use of the IBM software applications such that s/he can understand the functional behavior of IBM WCE application, determine customer requirements, do preliminary investigation, provide workarounds and report defects to escalation team if any.
  • Understand software requirements of the Client Desktop, and know how to determine and verify customer configurations.
  • Priorities customer requirements and resolve within customer SLO.
  • Excel by learning multiple IBM WCE products and support processes.
  • Strong adherence to IBM value system.
  • Participate in schedule to assist 24x7x365 support for IBM customers.
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 SMEs love to mentor. You will have the opportunity to work in many different areas to figure out what really excites you. Required Technical and Professional Expertise
  • 2-5 Years Experience in customer facing roles.
  • Knowledge on EDI standards ( X12, EDIFACT)
  • Diligent approach to task completion.
  • Proven analytical and problem solving skills
  • Should be self-motivated and a quick learner
  • Ability to prioritize and handle multiple issues simultaneously
Preferred Technical and Professional Expertise
  • Experience working on a Support role will be an added advantage.
  • Knowledge on Cloud Architectures - IaaS, PaaS and SaaS, Docker.
  • Understanding of various protocols like FTP,SFTP,AS2,X400 etc
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Keyskills :
linuxnetworkingtroubleshootingcustomer relationsbasicsoftware development toolsnew hiresibm productsproduct supportproblem solvingaudio masteringsoftware support

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