Cognitive Platform Support Specialist

Software Developers at IBM are the backbone of our strategic initiatives to design, code, test, and provide industry-leading solutions that make the world run today - planes and trains take off on time, bank transactions complete in the blink of an eye and the world remains safe because of the work our software developers do. Whether you are working on projects internally or for a client, software development is critical to the success of IBM and our clients worldwide. At IBM, you will use the latest software development tools, techniques and approaches and work with leading minds in the industry to build solutions you can be proud of.

Your Role and Responsibilities :
• Support clients and internal users on Salesforce support / Cognitive Support Platform
• Use problem solving skills to troubleshoot and resolve reported issues
• Communicate with customers via case (email) and live-chat to gather information and resolve issues
• Review and analyze data in multiple systems to troubleshoot issues
• Follow standard procedures to fix common problems
• Maintain contact with customer and drive resolution to meet service level objectives
• Document progress, status, and issue resolution
• Identify issues that require immediate action (ie, systemic issues or outages) • Determine commonly occurring issues / trends and provide feedback to development teams
• Follow procedures to handle escalations and critical situations
• Document details of complex cases and transfer to appropriate team for action
• Interface with development and system administration teams
• Report defects to development teams
• Update our knowledge base with key information

Required Professional and Technical Expertise :
• Experience troubleshooting technical issues
• Experience supporting end users with technical issues
• Excellent written and verbal communication skills
• Ability to learn quickly
• Ability to work independently and within a team setting
• Fluent in English

Preferred Professional and Technical Expertise :
• Technical support experience
• Certified Salesforce administrator
• Experience with Salesforce Service Cloud