Posted by IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition.
Support Representative for Operations
Job Description:
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:
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)
Experience in technical customer support role will be considered as advantage
Networking background as well as certification is a plus