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IBM Support Center Representative in Calgary, Alberta

Introduction

At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.

Your Role and Responsibilities

The Delivery Support Center (DSC) representative role provides the TSS (Technical Support Services)

CA (Client Advocate) the required account system support for their clients for the IBM TSS related services.

The TSS DSC rep assists the CA in supporting, maintaining and improving the client relationship regarding

all aspects of the TSS contracted maintenance services along with capturing all applicable out of scope billings (Time & Materials) which do not fall under the traditional break fix and working with Quote 2 Cash (Q2C) on invoicing.

Responsibilities:

The DSC representative will be required to perform customer related reporting, inventory management, escalation and incident management and additional administrative functions. The DSC representative clearly understands the client's industry, business targets, strategy, requirements, and has the responsibility to improve client satisfaction on availability services (maintenance service activities).

A strong understanding of IT Systems and infrastructure products (HW & SW) within the marketplace for both IBM and other OEMs is a necessary component of this role to assist with client related interactions with current contracted services as well as future opportunity identification and implementation in order to grow revenue.

Location:

  • We are hiring in major cities across Canada. Candidates considered for a Montreal, QC position must be fluently bilingual in both English and French.

  • Candidates must be eligible for Government Security Clearance.

Required Technical and Professional Expertise

The DSC representative requires a strong knowledge of Service Delivery, a good working knowledge of the

TSS business, client environments and customer escalation management. These skills are required to ensure the management of service levels covered through technical support by tracking of the maintenance operations and proper reporting of the client's maintenance operations, and to implement action plans to improve service quality delivered to the client and ensure client satisfaction.

  • Strong execution and interpersonal skills

  • Written and Oral Communication Skills

  • Bring thought leadership and offer solutions to the client problems though innovation and breakthrough insights

  • Display proven process oriented skills

  • Highly organized

  • Ability to manage multiple responsibilities and set priorities

  • Strong attention to details

Team player but is self motivated and works well unsupervised, Microsoft Office suite of programs - Excel, Word and Powerpoint, Data analysis, time management, organization, COGNOS and customer facing skills.

Preferred Technical and Professional Expertise

  • Preferred Professional and Technical Expertise :

  • Display problem solving abilities

  • Proficient written and oral skills in English is required.

  • French-Canadian language skills are a plus if available.

  • Professional Expertise in IBM TSS contracting and billing processes is preferred.

  • 2-3 years experience preferred.

  • A good understanding of IBM Sales processes is preferred (but, not necessary).

Must have the ability to work in Canada without sponsorship.

About Business UnitPlease be aware Kyndryl will continue to use some IBM systems for a certain period after spin-off. This means when you sign up to either the IBM or Kyndryl candidate portal, you will have the benefit of being able to see and apply for IBM and Kyndryl jobs and to access information about IBM and Kyndryl jobs you have applied to, for a limited period from either candidate portal. If you have already signed up as a candidate on IBM's portal, please continue to use this account to access IBM and Kyndryl jobs.

Your Life @ IBMAre you craving to learn more? Prepared to solve some of the world's most unique challenges? And ready to shape the future for millions of people? If so, then it's time to join us, express your individuality, unleash your curiosity and discover new possibilities.

Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change - to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.

It's time to define your career.

About IBMIBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBMIBM 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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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