Support Center Representative

 

Introduction
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

• Provides technical support and responding efficiently and accurately to customers, explaining possible solutions, and ensuring that customers feel supported and valued.
• Ensures prompt and proper resolution of customer queries by providing answers, additional information, or escalating/engaging others in the organization to provide a solution according to defined procedures.

• Assists with the maintenance and documentation of all facets of reliable, efficient, customer service.
• Works within our ticketing system to create detailed work logs and technical documentation.
• Provides assistance to all members in the use of our computer network, workstations, and equipment.
• Assists with the communications and information hardware and software, with primary responsibility for clients’ devices systems, and their efficient integration.
• Provides helpdesk support, via chat through our ticketing system, for most issues related to desktop software, hardware, and peripherals.
• Provides 24-hour support for hardware and services critical to operations.
• Takes part in training and other learning opportunities to expand knowledge of the company and position.
• Understands and strives to meet or exceed metrics while providing excellent consistent customer service.
• Uses appropriate communication and documentation to inform team of important issues and information which will help improve team performance.
• Adheres to all company policies and procedures.

Required Technical and Professional Expertise

• The role requires working from office in US Time zone.
• Fluency in English is a must.
• Basic knowledge of PC components is a plus.

Preferred Technical and Professional Expertise
N/A

About Business Unit

IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world’s most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.

Your Life @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

About IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Location Statement

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBM

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, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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