Rset Business Analyst

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. 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)
• Preferred Skills:
• 5+ years’ experience in Customer Service, Collections or Accounts Receivable
• Advanced account reconciliations

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
• Position requires use of a computer a majority of the day
• Must be able to sit for prolonged periods of time
• Eligibility Requirements:
• Level of Education: Some College (Degree Preferred)
• Must be able to work a flexible work schedule including weekends and holidays (24x7 –365)

Preferred Technical and Professional Expertise

• None

About Business UnitIBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world’s most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.
This job requires you to be fully COVID-19 vaccinated prior to your start date and proof of vaccination status will be required before your start date. During the Onboarding process you will be asked to confirm your vaccination status, in case you are unable to get vaccinated for any reason, you can let us know at that stage. Please let us know if you are unable to be vaccinated due to medical or religious reasons. IBM will consider such requests on a case by case basis subject to submission of required proof by the candidate before a stipulated date.
Your Life @ IBMIn a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

About IBMIBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
Location StatementWhen applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience.
For additional information about location requirements, please discuss with the recruiter following submission of your application.
Being You @ IBMIBM 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.