SEED Technical Support Professional - Spectrum Protect - Client
Issued by
IBM
The badge is issued as achievement of sufficient capability and experience with the corresponding product. The badge earner is able to take full ownership of a case from the specified product portfolio and self-sufficiently lead client communication, manage and tailor action plans without the need of supervision.
- Type Validation
- Level Intermediate
- Time Years
- Cost Free
Skills
Earning Criteria
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Must be an employee of IBM
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Complete the Professional Level Roadmap
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Foundation Multi-Dimensional Assessment Skills Validated: - Peer to Peer communication & Technical assessment with experts in the field; - Work on a real case while being supervised and evaluated by a market SME or use a submitted case trough SEED approved monitoring forms; - Demonstrate proficient understanding of the standard hardware repair procedures. Lab simulation and case studies; - Pass role play scenario: "Handle Critical Cases"
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Obtain feedback from your functional manager
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Tech Support specialist must prove that he/she constantly develop technical and professional skills as evidenced by a minimum of 1000 hours of cilent opened cases in the last 2.5 years. (SmartCare data collection can be presented as evidence)
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The badge request must be approved by First Line Manager
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Tech Support specialist must prove that he/she constantly develop technical and professional skills as evidenced by a minimum of 60 hours of training and personal development completed in the last 2.5 years
Standards
The SEED initiative was inspired by feedback from both IBMers and Clients, motivated by our mutual desire to provide service excellence! After extensive research, the idea for the "SME" structure materialized. The right person, with the right competence, at the right time.