Lozenets, Sofia City, Bulgaria
Region: EMEA IBM High-End Storage Systems - DS8K, XIV ▪ Resolving hardware related Technical Service issues for IBM storage products. ▪ Providing remote technical support to clients and IBM onsite technical personnel. ▪ Performing hardware problem determination, problem source identification and developing Action Plans for resolving technical problems utilizing a range of tools, techniques, knowledge bases and processes. • Engage next level of support, recommend improvements to Product Quality or technical support tools, procedures or processes. • Contribute to high client satisfaction by meeting Contractual Obligations and Customer Expectations.
• Consult customers and help them solving technical issues with their application Data Protector (HP Product, All Versions), as reported in tickets through the ticket system SM, Sparks (HP Product) using e-mail and/or phone communication; • Require and obtain (via Virtual Sessions with customers) full and accurate information about reported problem; • Take charge reported ticket, investigate the problem in Debug Mode and continue working until customer is fully satisfied, respecting deadlines; • Elevate complicated cases to Level 2, Level 3 and, if needed, to Labs to get a solution or a temporary workaround to provide to customer.
Outbound call centre operator
EVS Volunteer
Administration of personnel (Stage)