Account Advocate

Job description / Role

Job Description

IBM Technical Support Services' (TSS) mission is to become the largest and most successful provider of technical support services in the world. The Client Innovation Center in Cairo, Egypt is building a trans-disciplinary team of network support specialists tasked with supporting our clients in any country worldwide.

The Account Advocate role is a many-sided role requiring you to act as an advocate, a liaison, an information provider, and perhaps most important: an IBM person dedicated to help ensure all IBM Software Support experiences for your client go smoothly, in a timely manner and receive the appropriate handling, focus and attention until resolved

Responsibilities:

- Proactively alert Software Support management and Client Team of potential/escalating Customer Satisfaction issues.
- Establish and maintain good relationship with IBM support centers. This is essential in this job.
- Be available to handle Adhoc requests in a timely manner, providing status updates.
- Take ownership of customer requests through completion.
- Assist with entitlement and services if needed.
- Ensure receipt of customer deliverables
- Be available during normal business hours to escalate cases, answer various support requests made by customer and schedule conference calls as appropriate (typically for more critical issues).
- Assist with isolating appropriate IBM resources as needed.
- Proactively review, monitor, request updates and escalate current cases as appropriate
- Must be pro-active in approach to all support issues.

This is shift work position. The resource may work in US Time zone shifts

Requirements

Required Technical and Professional Expertise

- Bachelor's degree in Computer Science/Engineering or Management of Information Systems
- English Fluency is a must
- Ability to work in US time zone
- Excellent communication skills.
- Excellent time management skills and ability to meet/exceed customer's expectations providing the deliverables.
- Extensive experience working with Support Center structures and Duty Managers of various software platforms and escalation methods.
- Being Proactive and maintaining a high sense of ownership are key factors.
- Technical background preferably in Linux

EO Statement

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.

Preferred Education: None Commissionable: No

Key Job Details

- Country: EG
- State: AL QAHIRAH
- City: CAIRO
- Category: Product Services
- Required Education: Bachelor's Degree
- Position Type: Early Professional
- Employment Type: Full-Time
- Contract Type: Regular
- Location: CAIRO, AL QAHIRAH EG

About the Company

For more than six decades, IBM Middle East & Pakistan has played a vital role in shaping the information technology landscape of the region. Today, IBM is part of the region's technological fabric, solving real-world business and societal challenges, through its offices in UAE, Saudi Arabia, Qatar, Kuwait and Pakistan, and also a diversity of centers across the region.

Within the region, IBM currently has groundbreaking initiatives in cloud computing, analytics, mobile, security, as well as nanotechnology, eGovernment, healthcare and many more, collaborating with leading educational institutes and governments. IBM supports hundreds of clients to drive transformation through technology, contributes to regional research & development programs and has an active Corporate Service Corps (CSC) program.

Reinvention is a keyword in the company's history and, today, IBM is much more than a "hardware, software, services" company. IBM is now emerging as a cognitive solutions and cloud platform company.