Introduction We are seeking a Sterling B2B Integrator Technical Support Analyst to join our high-performing Global Tiger Team. In this role, you will provide both support to various silos within IBM and business partner to resolve escalated customer issues. You'll be responsible for troubleshooting issues, and ensuring excellent customer service through clear communication and timely problem resolution. This is a great opportunity for a detail-oriented, technically skilled professional who thrives in a collaborative, fast-paced environment. Your role and responsibilities - Serve as a functional/technical SME for B2B Integrator, its add-ons, and partner solutions. - Provide excellent technical support services; take ownership of issues and prioritize them - Track, diagnose, replicate, and resolve application issues. - Be champion of best practices to help customer performance and stability. - Use technical resources and knowledge to research problems - Communicate technical solutions clearly to both technical and non-technical audiences. - Maintain detailed documentation of resolutions and contribute to the support knowledge base. - Act as the primary point of contact throughout the ticket lifecycle, coordinating with customers, vendors, partners, and internal teams. - Document recurring issues and work toward permanent resolutions. - Participate in after-hours, on-call support rotation for emergency issues. Required technical and professional expertise - Excellent customer service skills and a client-focused mindset. - Strong troubleshooting, analytical, and problem-solving abilities. - Proven capability to evaluate technical issues and deliver effective resolutions. - Effective communicator with both technical and non-technical stakeholders. - Highly dependable, detail-oriented, and adaptable in a dynamic environment. - Infrastructure and Database performance skills Preferred technical and professional experience - Excellent verbal and written communication skills. - Strong time management and task prioritization. - Structured, detail-focused approach to troubleshooting. - Comfortable working with stakeholders at all levels. - Strong interpersonal and organizational skills. - Self-starter with the ability to manage multiple tasks independently. 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, 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.
