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

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• Submit content to fill any knowledge gaps that exist in the IBM knowledge based support portal for the IBM SaaS product
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• confirming next steps in problem investigations
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• Have and maintain a system
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• Tracking customer incidents / cases
• 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.
• Providing regular status updates
• 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
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• Logging all calls
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• For any critical issue (Severity 1) have resources available to jointly work with the Business Partner until relief can be obtained
• 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.
• 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
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• Include the Technical Support as specified in the applicable

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