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Introduction

The Customer Success team ensures our customers receive the education, guidance, resources, and support required to achieve success with their video streaming initiatives. Results are produced through a combination of delivering industry-tailored support and technical expertise to maximize the value our customers receive from the offerings. We are seeking a skilled Customer Success Agent (CSA) to provide first line support for customer issues, billing inquiries, and product trials. As part of the team, you will be responsible for monitoring phone, chat, and email support queues for real-time customer engagement on issues and inquiries.

The ideal candidate will have a strong ability to project manage multiple tasks, proactively identify areas to improve the customer experience, an understanding of the IBM Video Streaming platform and demonstrate technical knowledge of live streaming platforms including: Wirecast, OBS, Newtek Tricaster, Teradek, and Elemental broadcast units. Must work well under pressure and have proven success customer inquiries in a fast-paced environment.

Votre rôle et vos responsabilités
  • Provide day-to-day outfacing customer support via email chat and phone on issues ranging from simple to complex

  • Troubleshoot technical and billing issues for customers

  • File bug reports and assist in QA process for issues reported by customers

  • Communicate and triage issues with various departments and groups

  • Share technical knowledge of the platform, including best practices for production and web presentation, with clients

  • Advocate for new features and provide input on product development based on customer feedback
  • Work with our customers to ensure their success when using our products and services
Formation requise
Licence
Expertise professionnelle et technique requise
  • Ability to distill technical concepts into simple instructions

  • Experience using IBM Video Streaming or comparable video platforms, including editing, uploading, tagging and embedding videos.

  • Basic knowledge of video production and video streaming workflows, Encoding (video/audio codecs)

  • Strong technical understanding of both Mac and Windows operating systems including: installing software, accessing control panels, network configuration, system profiles, monitoring CPU usage and troubleshooting basic software and web connection issues.

  • Strong desire to learn new information and stay up-to-date with live video streaming technologies

  • Familiar with all major web browsers including Internet Explorer, Firefox, Chrome and Safari

  • Experience with iOS and / or Android operating systems. Has installed apps and used camera functionalities on the phone.

  • Experience with Zendesk, Salesforce, JIRA or comparable platforms.

  • Ability to write out step-by-step guides to walk users through processes.

  • Strong verbal and written communication skills

  • Must speak fluent technical English

  • Some evening and weekend availability for US Pacific Time coverage
Expertise professionnelle et technique préférée

Hiring manager and Recruiter should collaborate to create the relevant verbiage.

À propos de la Business Unit

IBM Software insuffle de l'intelligence dans les opérations métier de base, de l'apprentissage automatique à l'IA générative, afin d'aider les organisations à être plus réactives, plus productives et plus résilientes. IBM Software aide ses clients à mettre l'IA en action dès maintenant pour créer une valeur réelle avec confiance, rapidité et assurance dans les domaines du travail numérique, de l'automatisation informatique, de la modernisation des applications, de la sécurité et du développement durable. La capacité d'utiliser toutes les données est essentielle à cet égard, car l'IA ne vaut que ce que valent les données qui l'alimentent. Dans la plupart des organisations, les données sont réparties entre plusieurs clouds, sur site, dans des centres de données privés et à la périphérie. La plateforme d'IA et de données d'IBM met à l'échelle et accélère l'impact de l'IA avec des données fiables, et fournit des capacités de pointe pour entraîner, régler et déployer l'IA dans l'ensemble de l'entreprise. La plateforme cloud hybride d'IBM est l'une des approches les plus complètes et les plus cohérentes en matière de développement, de sécurité et d'opérations dans les environnements hybrides : une base flexible pour exploiter les données, où qu'elles se trouvent, afin d'étendre l'IA au coeur de l'entreprise.

VOTRE VIE CHEZ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

 

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

 

Are you ready to be an IBMer?

À propos d'IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

 

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. 

 

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Autres détails pertinents sur le poste

For additional information about location requirements, please discuss with the recruiter following submission of your application.