Introduction
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
The IBM Cloud is looking for a talented, innovative and enthusiastic Revenue Support and Enablement agents to make our customers succeed and contribute to positive Client Experience.
IBM Cloud has a global cloud presence that continues to grow and expand its reach.
IBM Cloud is looking for best-in-class client support agents to support our services, account and billing operations in the AP region. You will be part of a support team that provides support to all customers in the region and beyond via phone, chat and in-person channels.
Key responsibilities 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.
You will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will also be committed to customer success with excellent customer listening, empathy and timely response skills. In this role, you will be handling the day to day requests from customers regarding their account, billing, invoicing and other questions. You will provide credits when required, help customers through their invoice and billing questions and answer phone, chat and ticket enquiries.
Required Technical and Professional Expertise
- Essential Duties
- Work with finance, operations, engineering and sales to ensure we are providing the best possible customer experience in the market.
- Ensure that all client issues are resolved in a timely manner in compliance with Service Level Objectives.
- Continually drive automation and efficiencies within the business.
- Manage escalations driving timely resolution of issues focusing on delivering a high level of service to both internal and external clients.
- Extensive knowledge of products in banking domain.
- At least 2 years of professional experience in financial accountancy, and/or billing and/or other relevant according to company’s management assessment.
- Extensive knowledge of accounting processes with special focus on billing area.
- Master’s degree in accounting, Finance and/or Business Administration.
- Very good numerical and analytical skills.
- Project management skills.
- Ability to find solutions and solve issues within area of billing.
- Proficiency in MS Office tools.
- Proficiency in accounting systems.
- Change management skills and process excellence driven approach.
- Understanding of global Billing organization strategy and ability to translate global goals on local team processes.
- Proficiency in presentation skills and public speaking.
- Excellent IT knowledge and experience implementing databases and customized standard software solutions.
Requirements
- Over all 4+ years of relevant experience
- Bachelor’s degree required
- Minimum 2 years of support experience at a management level.
- Billing, invoice dispute resolution, account creation and cancellation experience
- Strong negotiation, interpersonal, written/oral communication and presentation skills required
- Ability to work in shifts and work daytime/overnight/weekend shifts as fits within a 24/7 support structure.
- Travel to 10%.
- Ability to both work independently as well as in a team environment
- Ability to organize and prioritize multiple work assignments.
- Knowledge of Cloud and cognitive computing platforms.
- Knowledge of Docker and Containers
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