Media Customer Support Analyst for The Weather Company

Job description

The Weather Company, an IBM Business is seeking a Media Customer Support Analyst for our Andover, MA office location. Every market has its own kind of disruptive weather. And every television station must forecast, detect and visualize that weather for their audience in their own way, reflecting their own news brand.

The CSA will provide customer support to facilitate the delivery of products and internet-delivered services to clients, provide technical and application support on TWC hardware and software, facilitate installation of workstations and remote systems and applications, support customer support objectives and achieve on-going business objectives.

· 
Provide telephone/email/digital technical support to customers using TWC weather decision support and graphic display systems to include problem qualification, fault isolation, problem determination and problem resolution of system and applications problems

· 
Open cases to implement repair of identified hardware failures and track to closure

· 
Provide application support of software applications and remotely implement software upgrades on installed systems

· 
Remotely implement add-on components/systems to existing client workstations and reconfiguration of software to support the new configuration, and remotely implement hardware installation as required

· 
Remotely support training and implementation during the installation of systems and software

· 
Enter all call and problem activity into Call Tracking System through to problem resolution

· 
Escalate in a timely fashion all qualified system and applications issues that cannot be resolved within the Help Desk and track to closure

Auto req ID

286162BR
Required Education

High School Diploma/GED
Role ( Job Role )

Remote Technical Support
State / Province

MASSACHUSETTS
Primary job category

Product Services
Company

(0147) International Business Machines Corporation
Contract type

Regular
Employment Type

Full-Time
Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

Cognitive Apps
Preferred Education

Associate's Degree/College Diploma
City / Township / Village

ANDOVER
Being You @ IBM

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.
Required Technical and Professional Expertise

· 
1 year of related customer service experience or relevant internship, with demonstrated achievements and progressive responsibilities

· 
Ability to work evenings, weekends and on call

· 
Remote problem determination skills in problem isolation, problem qualification and problem resolution

· 
Technical knowledge of PCs and basic software applications, to include Windows Operating System(s) knowledge and familiarity

Country/Region

United States
Preferred Technical and Professional Experience

· 
Weather knowledge

· 
Knowledge of graphical applications such as Paint Shop, Photoshop, Gimp or other graphic application

Secondary Job Category

Other Product Services
Eligibility Requirements

·  None
Position Type

Early Professional
Early Professional Track

Industry Early Professional
Location Statement

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

Yes
Introduction

At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.
Your Life @ IBM

What matters to you when you're looking for your next career challenge?

Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.
About Business Unit

At IBM Cognitive Applications, we build open applications that unlock the power of data for clients, partners, and developers. Running on top of IBM's unique Hybrid, Multi-cloud and AI infrastructures, these applications work across horizontal domains and bring our technology to life for end users. Cognitive Applications unit includes: Watson Customer Engagement, Watson IoT, Watson Media and Weather, Talent & Collaboration, Digital Growth & Commerce, and IBM Developer teams.
About IBM

IBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.