Technical Support Specialist – AI & Cloud Solutions

IBM; Lowell (MA); On-site; USD 70,000 - 95,000; Full time

Job summary

IBM Software in Lowell, MA seeks a Technical Support Professional to resolve client IT environment issues and enhance the client experience. You will lead diagnostics, troubleshoot complex problems, and act as a trusted advisor for IBM products and services.

Join a collaborative, learning-focused team that works with Development, Services, and Field groups to improve product quality, usability, and client satisfaction through proactive service improvements.

Qualifications

• Experience with analysis and troubleshooting of technical issues in client IT environments.
• Familiarity with hardware, software, and network configurations in client environments.
• Experience using collaboration tools to coordinate with cross-functional teams.
• Experience creating and reusing knowledge assets to empower client self-sufficiency.
• Experience using client feedback to drive product quality, functionality, and usability improvements.

Responsibilities

• Analyze diagnostic information, troubleshoot, recreate, and debug client IT environment issues to determine the action or solution.
• Collaborate with Development, Services, and Field teams to ensure relevant, timely, and effective technical solutions.
• Create and reuse knowledge assets to promote client self-sufficiency through digital solutions.
• Communicate with clients to understand issues, provide solutions, and ensure satisfaction with IBM products and services.
• Drive improvements within IBM to ensure teams have tools and knowledge to deliver exceptional client experiences.

Skills

Technical Troubleshooting

Client IT Environments

Collaboration Tools

Knowledge Assets

Product Quality Improvement

Education

Bachelor's Degree

Job description

IBM Software in Lowell, MA seeks a Technical Support Professional to resolve client IT environment issues and enhance the client experience. You will lead diagnostics, troubleshoot complex problems, and act as a trusted advisor for IBM products and services.

Join a collaborative, learning-focused team that works with Development, Services, and Field groups to improve product quality, usability, and client satisfaction through proactive service improvements.