Cognitive Platform Specialist

The mission of the Cognitive Support platform team is to be a trusted advisors for IBMers and IBM clients on Salesforce Service Cloud with a goal of ensuring the client’s success in the system.

Job Duties:
• 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
• Remote standby every 6th weekend

Minimum Requirements:
• Experience troubleshooting technical issues
• Experience supporting end users with technical issues
• Excellent written and verbal communication skills
• Fluent in English