Support Representative for Operations

Описание

At IBM, work is more than a job – it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you’ve never thought possible. Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems? If so, lets talk.

Your Role and Responsibilities
IBM Technical Support Services (TSS) uses enhanced analytics and leverages global infrastructure and years of experience to deliver outstanding hardware, software and multi-vendor support services to our customers worldwide.

For our fast-growing multi-vendor support team, we’re looking to hire Customer Support Representatives with client-first mindset and eager to learn. In this challenging role, you’ll participate in shift rotation to support customers around the world over phone, e-mail and web, helping them solve complex issues and preventing outages.

Responsibilities:

Handle customer requests submitted by phone, e-mail, web-forms or other support tools

Clarify and record information in the systems, ensure full understanding of the customer issue

Provide answers for general usage and operation

Research internal resources and knowledge bases to find resolution

Collaborate with other team members to achieve satisfactory resolution of customer issues

Escalate to other support groups when necessary and follow up with them to ensure resolution in a timely manner

Ensure regular updates to customer by call back and follow up e-mails

Communicate resolution to the customer and reach an agreement of case closure

Help maintain internal resources and knowledge bases by documenting findings and suggesting improvements

Participate in internal projects and continuous improvement initiatives

Follow established processes for effective management of support incidents

Desire for ongoing skills development.

Additional information:

*The working hours are schedule based

IBM’s Client Innovation Center is an excellent opportunity to boost your career and the Customer Support Representative as an entry level role provides an excellent opportunity to build the knowledge and experience supporting your career aspirations.
IBM is committed to a diverse environment and is proud to be an equal opportunity employer. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.


Required Technical and Professional Expertise

Bachelor’s Degree (or equivalent) in Engineering or similar technical field

At least 6 months of experience in customer support role

Excellent command of spoken and written English (B2-C2 level)


Preferred Technical and Professional Expertise

Experience in technical customer support role will be considered as advantage
Networking background as well as certification is a plus

Изисквания към кандидата

Езикови познания:
Английски език

Трудов опит:

Образование:
Бакалавър

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:
Постоянна

Договор:

Ниво в йерархията:

Категория:

ИТ и Компютърни специалисти

Държава:

България

Населено място:

Гр. София

Адрес:

бул. ДРАГАН ЦАНКОВ 36

Дата:

16.06.2021

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