Company: IBM
Website: www.ibm.com
Eligibility: Bachelors/Masters Degree
Experience:
2+ yrs
Location: Bangalore
Job Role: Software Engineer
JOB SUMMARY:
Company Profile:
IBM is transforming to lead. Join the next generation of innovators, inventors and entrepreneurs who are changing the very way the world works. Use breakthrough Cognitive computing to help doctors transform patient care, bankers reduce risk, businesses extract critical insights and clinicians diagnose and treat rare pediatric diseases. There is no better place to launch or further your career.
Job
Description:
1. Include management, leadership and execution of key processes within the IBM Watson and Cloud Customer Support organization to ensure that the highest service levels are attained/maintained.
2. You will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests.
3. You will also be committed to customer success with excellent customer listening, empathy and timely response skills.
4. In this role, you will be handling the day to day requests from customers regarding their account, billing, invoicing and other questions.
5. You will provide credits when required, help customers through their invoice and billing questions and answer phone, chat and ticket enquiries.
Candidate Profile:
Qualifications:
1. Bachelors Degree required
2. Masters Degree in accounting, Finance and/or Business Administration.
Experience:
1. Minimum 2 years of support experience at a management level.
2. At least 2 years of professional experience in financial accountancy, and/or billing and/or other relevant according to company’s management assessment.
Required Skills:
1. Work with finance, operations, engineering and sales to ensure we are providing the best possible customer experience in the market.
2. Ensure that all client issues are resolved in a timely manner in compliance with Service Level Objectives.
3. Continually drive automation and efficiencies within the business.
4.Manage escalations driving timely resolution of issues focusing on delivering a high level of service to both internal and external clients.
5. Extensive knowledge of products in banking domain.
6. Extensive knowledge of accounting processes with special focus on billing area.
7. Understanding of global Billing organization strategy and ability to translate global goals on local team processes.
8. Proficiency in presentation skills and public speaking.
9. Excellent IT knowledge and experience implementing databases and customized standard software solutions.
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