Entry Level Opportunity at IBM
Support Representative for Operations – Infrastructure & Technology – Europe
Job Description:
we’re looking to hire Customer Support Representatives with client-first mindset and eager to learn. In this challenging role, you’ll participate in shift rotation to support customers around the world over phone, e-mail and web, helping them solve complex issues and preventing outages.
Responsibilities:
Handle customer requests submitted by phone, e-mail, web-forms or other support tools
Clarify and record information in the systems, ensure full understanding of the customer issue and research internal resources and knowledge bases to find resolution
Provide answers for general usage and operation and collaborate with other team members to achieve satisfactory resolution of customer issues
Escalate to other support groups when necessary and follow up with them to ensure resolution in a timely manner
Follow established processes for effective management of support incidents
The working hours are schedule based
Qualification:
At least 6 months of experience in customer support role
Excellent command of spoken and written English (B2-C2 level)
Preferred:
Bachelor’s Degree (or equivalent) in Engineering or similar technical field
Experience in technical customer support role will be considered as advantage
Networking background as well as certification is a plus
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Reporting Analyst – India
As a Reporting analyst, you would be supporting a global client based in multiple countries. You would be responsible for managing customer requests along with interfacing with clients and suppliers. A major part of being a Reporting analyst would be to handle clients end to reporting activities.
The Analyst will primarily cater to reporting and analytics for the Procurement Function to drive various analytics routines and initiatives around Spend Analytics (Direct and Indirect), Commodity Research & Forecast, Category Support & Scorecards, Management Reporting and Dashboarding, Cost Models, Historical Trends etc
Key deliverables to be on delivering standard reports and insight generation / mine multiple data sources (ARIBA, SAP, Service now/Flow, JIRA, Internal tools, data collected from various functions, and other internal legacy applications)
Expertise in Data mining and Slicing /Dicing techniques to highlight key opportunity areas and automate reports (Ability to leverage macros/power pivots/Visual Basic and hands-on experience on advanced reporting tools like Tableau, Power BI, etc)
Identifying key opportunity/gaps through monthly/fortnightly business reviews (Best in class PPT and presentation skills)
Apply data science methodology to design / create analytics reports, tools and capabilities to improve business performance based on the opportunities
Good core consulting skills, Oral and written communication, organization and planning
Ensure meaningful and actionable report output. Validates and tests report to ensure accuracy.
In-depth understanding of Ariba P2P, Contracts, Sourcing and Analysis (reporting) processes
Recognize Non-Catalog Purchases that should be directed to a Catalog Solution
Work efficiently with requester/client for additional information or any questions
Determine Source from Sourcing provided Master File
Negotiate cost savings and terms when applicable (non-contracted sources)
Procurement of low/Medium/High dollar purchases services (including source identification as needed)
Knowledge of all client’s specific processes and procedures
Complete Customer requests for set up of new suppliers including providing applicable information
Interface with clients and suppliers on supplier and payment issues in conjunction with tactical commodity manager
Maintain all relevant supplier documentation
Ensure audit readiness of all purchasing documents
Work with cluster leads and team lead.
Required:
Required – SAP S4 HANA – operational skills
Ariba SAP Admin roles and Responsibilities
Strong Communication skills with Reporting skills
Expertise in MS Excel – hands on Pivot Analysis, Formulas and Analytical skill.
Expertise : None