IBM Media Customer Support Analyst in ANDOVER, Massachusetts

Job Description

The Weather Company, an IBM Business is seeking a Media Customer Support Analyst for our Andover, MA office location. 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

Required Technical and Professional Expertise

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

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

  • Technical knowledge of PC’s and basic software applications, to include Windows Operating System(s) knowledge and familiarity

  • Ability to work evenings, weekends and on call as required

Preferred Tech and Prof Experience

  • Weather knowledge

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

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.