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Revenue Support Enablement Professional Hybrid Cloud

2.00 to 4.00 Years   Bangalore   14 Oct, 2019
IBM India Pvt Limited
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaGeneral / Other Software
EmploymentTypeFull-time

Job Description

Your Role and ResponsibilitiesIBM 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.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.
Preferred Technical and Professional Expertise
  • 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%.
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Keyskills :
servicelevel servicelevels audiomastering accountcreation disputeresolution lientsupp customersupp

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