Premium Support Specialist with English

Описание

IBM Technical Support Services’ (TSS) mission is to become the largest and most successful provider of multi-vendor technical support services in the world. Our Multi-Vendor Support (MVS) Client Innovation Center (CIC) in Sofia, Bulgaria is building a trans-disciplinary team of Multi-Vendor Storage support specialists tasked with supporting our TSS clients and field engineers in any IBM country worldwide on a 24x7 basis. MVS Storage Remote Technical Support Specialists in this job role will have expertise in various multi-vendor storage technologies.

Your Role and Responsibilities :
The Premium Support Specialist (SPOC representative) is performing services for the IBM’s premium customers adhering 24/7 shift rotation. The role is responsible for making sure that all contractual agreements are met, and potential delays are avoided. Provides high quality of communication to the customer and provide clarity in meaning to where the customer need assistance.
The SPOC representatives are the driving force which is making the other IBM team’s work and perform as per the customers’ requirements.

The SPOC representative's responsibilities include but are not limited to performing and coordinating variety of administrative and delivery tasks related to its customers or to IBM’s departments.
Call management with IBM teams and external partners
Ensuring customer received quality, timely and proper support
Identify, document, and communicate key customer contacts
Prepare and deliver regular customer reports
Review customer’s calls with respective teams
Attend and coordinate customer meetings and conference calls
Responsible for delivery of highly visible services that contribute significantly to achievement of customer satisfaction, cost, expense, and other business objectives
Manage and take ownership of escalated customer situations following defined management processes
Analyze data & perform a thorough Root Cause Analysis
Verifying customer request and customer’s entitlement
Monitoring calls and following up customer requests and complaints
Adhering 24/7 shift rotation dependent on the customer requests and agreed coverage

Required Professional and Technical Expertise :
Excellent spoken and written English language skills are essential to ensure a positive customer experience (CEFR grade C1).
At least 12 months of relevant experience in a Customer Center environment
Basic understanding of computer hardware and software
Resourceful, performing well under pressure and achieving deadlines

Preferred Professional and Technical Expertise :
Effective at planning and prioritizing work to make best use of resources available.
Show high attention to detail when making decisions.
Highly Motivated Team Player
Ability to identify anticipate issues before they occur and resolve them

Изисквания към кандидата

Езикови познания:

Трудов опит:
С професионален опит от 1 - 3г.

Образование:

Ние предлагаме

Вид заетост:

Срок на заетост:

Договор:

Ниво в йерархията:
Експертен персонал без ръководни функции

Категория:

ИТ и Компютърни специалисти

Държава:

България

Населено място:

Гр. София

Адрес:

бул. ДРАГАН ЦАНКОВ 36

Дата:

02.11.2020

Организация:

Ай Би Ем България ЕООД
Фирма/Организация - Директно търсеща служители

Детайли за организацията:

Повече информация за Ай Би Ем България ЕООД може да получите ТУК