Licensing Specialist - Subject Matter Expert

Job Description

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
IBM Technical Support Services (TSS) uses enhanced analytics and leverages global infrastructure and years of experience to deliver outstanding hardware, software and multi-vendor support services to our customers worldwide.
Are you a self-starter? Do you enjoy unraveling complexities? Do you have excellent communication skills?
Within Cisco’s Customer Experience organization, the Licensing Support team helps customers obtain and manage their software licenses within the Cisco product portfolio: Cisco’s security, collaboration, routing, switching, data center, service provider, and enterprise products.
We are looking for Licensing Technology SME who is responsible for ensuring product support readiness, identifying customer’s product specific licensing pain points, upskilling License Specialists’ product knowledge, and identifying and implementing automations to achieve no-touch, low-touch, or faster case resolution.
Our goal is to deliver consistently exceptional licensing support experiences. We do this by being the customer’s trusted advisor and consummate advocate. We help demystify licensing complexity for the customer. The support we provide is quick, comprehensive, and streamlined.
Responsibilities:

• Analyze case data to identify trends and opportunities for improved customer experience, better case handling, automation, and optimized workflows
• Develop and maintain training materials tailored to specific technologies to improve customer satisfaction, increase time to resolution, and foster greater SME product knowledge (joint effort between GLO, BU, and Licensing NPI Team)
• Identify and draft documentation to help customers self-serve and/or troubleshoot common licensing functions; work with stakeholders to public externally
• Deliver product specific trainings to technology striping licensing specialists across partner sites regularly to keep up product knowledge and cascade product updates
• Identify opportunities for automation, reduced effort, and increase effectiveness
• Execute automation campaigns and monitor impact for decreased volume, improved performance metrics and/or better customer satisfaction
• Build relationships with internal stakeholders to improve product performance and increase customer satisfaction

Required Technical and Professional Expertise

• Strong customer-first mindset with high sense of ownership and accountability
• Strong analytical skills to identify opportunity for improvement in datasets
• Data-driven, decision-making skills to balance tasks against competing priorities
• Excellent, succinct communication skills (both verbal and written) and ability to actively listen and be empathetic to customer frustration and stakeholder feedback
• Passionate about learning, discovering, and solving problems
• Excellent program planning and organization skills
• Ability to captivate audience in virtual meeting environments (e.g. training, quarterly business reviews, stakeholder interviews)

Required Expertise:
• BA or BS degree
• Minimum 1 year of experience in a customer support role
• Fluent in English, both spoken and written
Preferred Technical and Professional Expertise
• Experience in a technical customer support role
• Familiarity with any of Cisco’s technology portfolios (Collab, Security or Enterprise)
• Basic CCNA training/Networking experience
• Experience developing and/or delivering technical training
About Business Unit
At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!
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 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.
Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application.
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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.