Remote Software Support Specialist for MRO Software

"- Technical, Problem solver, Excellent communication and listening skills, Team player, Very good analytical skills, Eagerness/willingness to learn, Ability to perform under pressure, Ability to multi-task, Willingness to travel.
- English fluent (both written and verbal) plus very good knowledge of one additional language, for example: German, Swedish, Dutch, French, Italian, Spanish etc.;
- Technical background (in software) is necessary;
- Strong customer facing experience (within the IT industry preferred);
- Team working;
- Applied knowledge of IT technology & infrastructure, networking;
- Applied knowledge of Platforms (UNIX (AIX, Solaris, HP-UX) Windows, Linux);
- Applied knowledge of Webserver (IBM Websphere, BEA Weblogic, etc.);
- Applied knowledge of Java, HTML, XML;
- Applied knowledge of Relational Databases (DB2, Oracle, SQL Server);
- Applied knowledge of SQL."
"- Technical background (in software);
- Previous customer support experience;
- Previous experience of IBM technical support and software (would be an advantage);
- RETAIN (or equivalent CRM or Problem Management software);
- Lotus Notes and MSOffice applications;
- Maximo v6, IT Asset Manager, Application Designer;
- Actuate (http://www.actuate.com/products/index.asp);
- Experience with large and complex IT environments;
- Knowledge of IT technology & infrastructure, networking;
- Knowledge of Platforms (UNIX and Intel);
- Knowledge of Webserver, web-languages and scripting;
- Knowledge of Relational Databases terminology, architecture and SQL."

"Remote Software Support Specialists are required to deliver Remote Technical Software Support Services in client national language:
- Providing initial remote technical software support for Tivoli applications to clients;
- Interacting with client and IBM functions consistently until problem solution;
- Analyzing problems/situations, understanding problem impact on client business;
- Applying problem solving techniques;
- Responding to client queries, providing timely resolutions to client issues;
- Maintaining highest client satisfaction;
- Maintaining positive client relationships even in severe and pressurized situations;
- Logging all related activities for each customer query and handling client data securely;
- Performing problem management and end-to-end problem ownership;
- Employing IBM's standard support delivery methodologies and tools;
- Performing in international software support delivery processes and environments;
- Participating in scheduled offshift (callout)."

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