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09.09.2019, Ref.#: 239004BR
★★★★★ Support Representative for Operations, IBM Bulgaria Ltd.
Месторабота София; Временна/сезонна работа; Пълно работно време; Подходяща и за студенти
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Support Representative for Operations

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.


*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 Tech and Prof Experience:

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

IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
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