Introduction
The IBM Cloud team supports clients who deliver mission critical
processes and leverage the latest innovations in the Cloud
catalogue. The team supports a combination of Public, Hybrid, and
Multicloud clients who are utilizing the flexibility of IBM Cloud
to build and run their business anywhere. IBM Cloud allows
deployment on multiple clouds (IBM, AWS, Azure or Google) and
systems (IBM Z®, IBM Power® or x86). Public cloud with
industry-specific requirements and Watsonx.
At IBM Bulgaria, we make sure that the world continues to operate
driven by our latest and greatest technologies, such as System Z,
Storage, Power, AIX and many other solutions. In our Client
Innovation Center Sofia, the people have the chance to collaborate
with the whole world and clients from every corner of it. We
already have experts in development, DevOps, QA and Support
Engineers. We also have opportunities in more client-oriented
roles, such as Emergency Response Managers, Technical Escalation
Managers, and many Project management roles.
Your role and responsibilities
For our Revenue Support Enablement Team (RSET), located in Client
Innovation Center in Sofia, we are looking for Cloud Accounts &
Billing Specialist. The focus of the role involves supporting IBM
Cloud Clients through cases, phone calls, and live chat support,
addressing inquiries related to account management and invoicing.
The team is responsible for resolving issues related to customer
billing and accounts.
Main Responsibilities:
Maintain accurate and up-to-date records of all customer accounts –
registration, activation, login, and ID; account cancellations,
suspension and termination of services; ownership changes and user
management
Communicate effectively with customers – cases (IMS/Service Now),
phone, live chats, providing contract/modification support related
to general cloud issues
Manage accounts receivable functions including billing questions
and disputes (AR, revenue services),
reconciliations/credits-refunds, order processing, fraud and
malicious activity, discounts/pricing adjustments
Provide support for system outages (login and ID)
Utilize tools such as IMS, Service Now, SAP, BSS Dashboard,
CyberSource, CFTS
Please note that working time is within Follow the Sun Model. The
role supports US Clients from 17.00 pm to 02.00 pm BG time. It also
includes weekend coverage.
Required education
High School Diploma/GED
Preferred education
Bachelor's Degree
Required technical and professional expertise
Solid experience in customer service, collections or accounts
receivable
Client focused with excellent problem solving & decision-making
skills
Very good knowledge of Microsoft Office and ability to learn other
software tools
Strong analytical skills and attention to details
Fluency in English – both Verbal and written
Preferred technical and professional experience
Advanced account reconciliations
ABOUT BUSINESS UNIT
IBM 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.
YOUR LIFE @ IBM
In 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 IBM
IBM’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.