IBM provides worldwide Multivendor Remote Technical Support Services and General Product Support for Multivendor products.

The Technical agent in the support center is responsible to provide end to end (E2E) technical support to clients through handling client inquiries via phone calls, e-mail and chat.

Business hours are Monday to Friday, 8AM – 6PM in 8 hour shifts.

In detail the agent performs the following tasks and drives E2E client resolution by service request:

Non-Technical tasks:

·      Regular communication with clients (via phone, chat and e-mail)

·      Call Entry

·      Machine identification and warranty entitlement

·      Routing/ escalation to manufacturer/ sales if needed

·      Handling technical pre-sales information requests

·      Damage & refund requests handling

·      Handling of client complaints

·      Other client service requests handling

·      Call tracking and monitoring

Technical tasks:

·      Problem determination/ problem source identification

·      Remote takeover session handling and part identification

·      Standard resolution processing and action plan creation

·      Repair request creation

·      Problem management

·      Usage of test equipment & remote tools

The technical agent role gives broad IT knowledge and experience which is the first major step in various career development opportunities within IBM.

What we offer:
* Company-paid training and certifications
* Access to countless trainings and certification offerings
* Career development and participation in buddy/ mentor/ coach- me programs
* A knowledge sharing culture
* Competitive compensation package
* Working with top professionals in an international environment
* Diverse job role structure giving opportunities for growth within the team
* Hybrid working model
* Recognition awards
* Additional health coverage
* Transportation allowance
* Additional vacation days