IBM Internship- Dekra Technical Support (German Speaker)

IBM Client Innovation Center Central & Eastern Europe (CEE) was established in 2012 by joining several centers in Europe. The Delivery Center is part of a global network of 80 similar centers and uses the best IBM methods of work, global processes and techniques. The center has achieved CMMI Level 5 (Capability Maturity Model Integration) and its mission is to provide customers with software solution customized to their global business needs.

Required Professional and Technical Expertise :
Student in final year or fresh graduate or IT university.
Ability to work in collaboration with teams from other disciplines
Ability to manage concurrent complex activities to short time-scales
Strong interpersonal and communication skills (to be able to communicate in such a manner that is understandable to the end customer)
Ability to advise others on how to apply processes and policy
Knowledge of Linux, SQL and any programming language
Logical thinking with strong analytical skills
Language: English - Advanced
German-Advanced
Preferred Professional and Technical Expertise :
Volunteering activity.

Your Role and Responsibilities :
Brief activity description: this role specializes in performing and enabling remote technical support under Service Level Agreements (SLAs) for Retail Contract Management applications used by the financial division of a well-known German car manufacturer.
The internship is on 3-month contract, full time, with start date as soon as the ideal candidate is identified. There is high possibility of continuity after these 3 months of internship.

Responsibilities:
Providing technical support resolution feedback to clients and/or IBM client resolution teams, using business knowledge and procedures learned during the Knowledge Transfer period;
Using technical and negotiation skills in collaboration with other support operations/organizations to prioritize and ensure problem resolution;
Working with ticketing software (Incidents, Problem and Change management);
Communicating action plans to the client or IBM representative, as appropriate;
Recommending and implementing new features or improvements for existing technical support tools, procedures, and processes;
Contributing to department attainment of organizational objectives and high client satisfaction;
Working with the support teams to ensure incidents data is collected in an appropriate way to support the investigation of trends and problems
Keeps the application documentation updated (Operational Manual)