For more info read reference:

EC 312-38 Website

Reference: https://www.ibm.com/training/certification/C0003602

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• Managing cases from the first call through to resolution
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• Implement solution, workaround or fix, as provided by IBM.
• Submit content to fill any knowledge gaps that exist in the IBM knowledge based support portal for the IBM SaaS product
• Have and maintain a system
• Setting realistic expectations
• Tracking customer incidents / cases
• For any critical issue (Severity 1) have resources available to jointly work with the Business Partner until relief can be obtained
• Resolve / answer how-to, education and technical questions and provide best practices consultation
• Include the Technical Support as specified in the applicable
• confirming next steps in problem investigations
• As feasible providing solutions, workarounds or fixes for errors / problems
• Providing regular status updates
• Obtaining additional information for debugging
• Providing regular status updates,
• Logging all calls
• Qualifying incoming calls verifying each End User's entitlement and determining if it is a new call or a call for an existing incident / case
• Assigning severity
• All communication with your End User
• Identify unknown errors / problem with the IBM SaaS products, try to debug and resolve and open an IBM Level 2 case for errors / problems that you can not resolve on your own
• Identify known errors and provide resolution to End User
• Add content to IBM knowledge base support portal(s) for the IBM SaaS products to fill any knowledge gaps that exist for known errors or problems
• Performing technical analysis on error / problem submitted to IBM Level 2 Support
• Managing End User satisfaction issues
• For any critical issue (Severity 1) escalated to IBM, have resources available to jointly work with IBM until relief can be obtained (in line with IBM's standard 24x7 for critical problems). If you are not able to provide resources, the severity may be downgraded.
• Work with IBM on issues sent to IBM Level 2 Support, including getting additional information from the End User needed to reproduce the error or problem.

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