Business Analyst

Introduction
At IBM, our Project Managers excel by leading and coordinating a project team’s overall performance, scope, cost, and deliverables. Our clients rely on timely and efficient status reports, and as Project Manager, you will drive the charge with project direction, metric definition, and performance management. If you are ready to help our clients and project teams succeed, we would love to meet you!

Your Role and Responsibilities
The CABS – Cloud Account Billing Support 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

• 3+ 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 (24×7 –365)

Preferred Technical and Professional Expertise

• None