Customer Support Specialist
hace 5 días
About Exactlyit
Exactlyit is a leading provider of cloud infrastructure solutions, empowering businesses to modernize their infrastructure and achieve their goals.
Job Summary
We are seeking a highly skilled Customer Support Specialist to join our team. As a key member of our support team, you will be responsible for providing exceptional technical support to our customers, ensuring their success with our IBM Power for Google Cloud platform.
Key Responsibilities
- Manage technical support requests from customers, providing timely and effective solutions to their performance and troubleshooting issues.
- Troubleshoot production issues across various levels of the technology stack, collaborating with internal engineering teams and Google as needed.
- Understand customer needs and business pain points to deliver outstanding support and maintain high customer satisfaction.
- Collaborate with internal teams to address customer incidents and support requests associated with IBM Power for Google Cloud.
- Provide Root Cause Analysis and possible solution improvements to enable effective troubleshooting and diagnostics.
- Follow and mature all IP4G support-related processes, procedures, and policies.
- Contribute to public and internal documentation to amplify your impact.
- Collaborate with the Infrastructure Operations Team (IOC) Manager to build an effective technical team that supports IBM Power for Google Cloud and adjacent Google Cloud Marketplace offerings.
- Collect, analyze, and report on IP4G support metrics / KPIs to identify problems or areas of focus.
- Contribute to the development and continuous improvement of Customer Support procedures and infrastructure.
- Collaborate with engineering and observability teams to improve telemetry and log collection, add new dashboards, and create alerts.
- Collaborate with Product Management to shape and prioritize feature requests and bug remediation.
- Collaborate with the Incident Manager on the continuous improvement of the incident response process.
- Continuously improve our customer support teams' ability to identify, resolve, or escalate customer incidents by improving the observability and tools available to our customer support teams.
Requirements
- Bachelor's degree in Computer Science or related field or equivalent work experience.
- ITSM certification preferred, ITSM foundation training required.
- 1-5 years of Technical customer-facing experience.
- Experience with IBM AIX or IBM iSeries is highly preferred.
- Experience with Google Cloud is highly preferred.
- Experience with System Administration Support of operations, working knowledge of storage technologies, and virtualization support.
Benefits
- Healthcare, dental, life insurance, savings fund, Christmas bonus, grocery bonus, annual bonus
- Vacation, Holidays, and paid leaves
- Paid office parking
- Medical related discounts
- Prime location
- Sponsored Events
- Sport Activity
- Eat & Drink
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