Technical Support Analyst - IBM (New York, NY)

Technical Support Analyst Job ID SWG-0521335 Job type Full-time Regular Work country USA Position type Professional Work city - Any, Posted 29-Jan-2013 Travel No travel Job area Consulting & Services Business group IBM Software Group Job category Software Development & Support Business unit EMM Job role Technical Support Professional Job role skillset General Commissionable/Sales-Incentive jobs only No Job description Technical Support Analyst Position Summary: The Client Services team at Coremetrics, an IBM company, is currently seeking a Technical Support Analyst (preferred location Austin or Dallas-based but can be any city). Technical Support Analyst work closely with our retail, travel, financial services, and internal customers to deliver value from our online marketing optimization solutions. The position is a challenging mix of technical and customer-facing work and the successful candidate will be enthusiastic in both areas. As a Technical Support Analyst, you will not be providing internal information technology support. Position Responsibilities: * Provide ongoing support to our customers by following established process and procedures. * Demonstrate a consistent sense of urgency and follow up on open issues to ensure resolution. * Work closely with multiple groups within Coremetrics to drive product direction and enhanced client services. * Log and properly document all issues, as well as provide timely and consistent status communication to the client. * Work closely with clients to troubleshoot Coremetrics'' JavaScript-based acquisition technology on the client''s web sites. * Provide status reports to management. * Satisfy client-specific investigation needs using SQL and Coremetrics technologies. * Provide ongoing support to implemented clients. * Please note that this role will not involve hardware and network support. * Flexibility to work various shifts as needed and on rotation with a 24/7 pager. Skills: * Ability to multi-task. You will manage internal and deadline-driven customer projects that will require dynamic, real-time prioritization based on multiple factors. * Must be extremely detailed, organized, and results oriented. * Ability to effectively prioritize and escalate customer support issues as required. * Database experience, particularly with Oracle and involving SQL or PL/SQL. * Basic knowledge of HTML is required. * Outstanding problem solving skills and attention to detail. Must be able to think creatively about issues to find a resolution. * The ability to learn quickly and independently. You will have to become an expert on the Coremetrics solutions in a short time. Required * Bachelor''s Degree * At least 3 years experience in Manage Client Expectations/Satisfaction * At least 1 year experience in Use Problem Management/Tracking * At least 2 years experience in Use Cross-Functional Teams * English: Fluent IBM 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, disability, age, or veteran status.

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