ACS-Support Engineer-RSET – EU shift

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 Role and Responsibilities
The Revenue Support Enablement Team (RSET) role requires a well-organized, action-oriented team player with exceptional time management and strong written and oral communication skills to drive customer facing support issues in a fast-paced environment. The role is challenged with solving complex customer billing/account related Issues. It requires excellent collaboration with team members, Q2C, Sales, AR, key stakeholders and Business Partners to meet the needs of the business as well as that of the customers.
Primary responsibilities include assisting IBM Cloud Clients through the Cases, Phones, and Live Chat Support. This role encompasses daily client facing interactions related to Account Management and Invoicing inquiries.
Responsibilities

Registration, Activation, Login, and ID
Suspension and Cancellation of Services
User Management, Ownership Changes
General Cloud issues
Cases (IMS/Service Now), Phones, Live Chats
Contract Modification/Support
Account Cancellations
Billing Questions and Disputes (AR, Revenue Services)
Reconciliations/Credits-Refunds
Order Processing
Discounts/Pricing Adjustments
Fraud and Malicious Activity
System Outages (Login and ID)
Tooling and Automation (IMS, Service Now, SAP, BSS Dashboard, CyberSource, CFTS)

Required Technical and Professional Expertise

5+ years’ experience in Customer Service, Collections/Accounts Receivable
Must have excellent phone and written communications skills
Must be client focused, and have good problem solving & decision-making skills
Must have good knowledge of Microsoft Suite and ability to learn other software systems
Ability to work well both with groups and independently in an office setting and Remote
Ability to communicate both verbally and written
Ability to work on multiple tasks at one time

Preferred Technical and Professional Expertise

5+ years’ experience in Customer Service, Collections or Accounts Receivable
Advanced account reconciliations