Posted by IBM International Business Machines Corporation is an American multinational technology corporation headquartered in Armonk, New York, with operations in over 171 countries.
Customer Service Representative: Service Desk- Level 1
Job Description:
Provide technical support over the phone, emails, chat or self serve following a standard call flow and problem handing processes (scripted or not scripted).
Verify entitlement, perform problem determination, resolve and close the problem, or route the incident record to the appropriate level of support.
Using technical resources and tools, support the client by answering questions and responding to client requirements.
Utilize product, technology, industry and/or services skills to identify problems which may be related to product installation, update, configuration, operations or performance.
Required Technical and Professional Expertise
Fluently bilingual in French and English verbal and written communication skills.
Should be willing to work in shifts (Service Desk is open 7/24/365).
Overall should be a good team player with willingness to learn and drive to achieve.
Problem solving, time management.
Pro]active and focused on Metrics.
Preferred Technical and Professional Expertise
Knowledge of networking, internet and intranet, general knowledge of MS Products and configuration. (Outlook) and operating systems.
Tablet and cell phone configuration.
Phone email and chat industry etiquette.