IBM L2 Support Professional in GUADALAJARA, Mexico

Job Description

L2 Support Engineer for MySA

The IBM Dublin based My Sales Activity (MySA) development team have an exciting opportunity to hire an L2 Support professional to cover the America’s as we continue to build out our follow-the-sun support model. This role will be based in Guadalajara, Mexico . The MySA team is responsible for developing state of the art business applications to support the needs of IBM’s Global Business Partners and allow them to efficiently and effectively manage their Sales Opportunities and Incentives.

The Role

You will provide Level 2 support for the MySA product. Your role will involve collaborating with L1 & L3 support, SMEs, Geo Focals and Development to resolve Business Partner issues. This is a challenging role where you will be responsible for assisting in solving mission critical situations. You will operate as part of a global L2 team which will be led by the L2 team in Dublin. In time, your remit may extend to cover other applications in the Global Business Partner space.

Required Technical and Professional Expertise

  • Bachelor’s Degree with a minimum of 3-5 years working in an L2 Customer Service Support role.

  • Excellent verbal & written communication skills. Strong interpersonal skills with a passion for collaboration and team-work.

  • Strong customer focus.

  • Highly organized with the ability to co-ordinate multiple tickets.

  • Demonstrated ability to take responsibility and work in a self-directed manner.

  • Strong critical thinking skills with proven ability to analyze a problem and form an assessment. You must be able to understand complex situations and have the ability to convey complexity in simple, easy to understand terms.

  • Be able to build strong documentation to expand the global L2 knowledge base.

  • Proven ability to work with other L1/L2 support teams worldwide and experience in hand-off of cases to L3 Development support teams.

  • Experience working across global teams and broad organizations.

  • Working hours will be standard business hours.

Preferred Tech and Prof Experience

  • Experience with Google Chrome Postman an advantage.

  • Exposure to working with Agile software development teams an advantage.

  • Knowledge of CRM and IBM Business Partner solutions such as MySA, SalesConnect, Partner Profiling Service (PPS), GPP an advantage.

EO Statement

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