Your Role and Responsibilities :
Thank you for your interest.
This role is located ONSITE (after covid) Austin, TX.
No remote option (post covid).
As part of the exciting Apple Alliance, MacBooks and iPads are growing in use among IBMers. We're looking for passionate, talented candidates to lead and support this transformation. You're a creative problem solver and take pride in the service you deliver. You can determine what help a colleague needs and how best to deliver it, adapting the technical guidance required to the technical skill of the caller. Candidate will be comfortable in technical environments and analyze complex multi-system issues. Customer Satisfaction is key to how you work, delivering that experience in a first call resolution is the goal. Sometimes you'll need to reach out to colleagues to help achieve a resolution but you'll maintain that first contact point relationship until the customer is delighted.
Be it a hardware or software issue, you'll establish yourself as an expert who clients can trust and you'll be a regular resolver in our Mac@IBM Social Support Forums. As one of the first to join this exciting new team, we're looking for you to set the positive standard from the start, helping to build a new group who are friendly and really listen to the IBMers who call and become the champion of their experience.
Ideal candidate will have:
* Professional troubleshooting experience
* Experience in successfully interacting with customers
* Customer experience and service focus
* Active listener with flexibility to modify approach according to others
* Mac & iOS experience professionally and/or personally
* Ability to multi-task numerous applications
The Mac@IBM Help Desk serves more than 400,000 internal customers across the globe. The team you will work on covers North America, Canada and Latin America. We're part of a three-pronged approach to happier, more productive, self-sufficient IBMers. Join our team of pioneers, implementing new devices, systems and support to enable our colleagues.
IBM will not be providing visa sponsorship for these positions now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.
Auto req ID
High School Diploma/GED
Role ( Job Role )
Deskside Support Representative
State / Province
Primary job category
(0147) International Business Machines Corporation
Is this role a commissionable/sales incentive based position?
IBM Business Group
High School Diploma/GED
City / Township / Village
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, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise
· At least 1 year experience in customer interactions
· At least 1 year experience in professional troubleshooting expertise
· Must speak Fluent Portuguese.
Preferred Technical and Professional Experience
· 2 to 5 plus years in customer service, technical support or help desk.
· Experience supporting Apple hardware, software, OSX and IOS.
· Prefer candidates with Spanish, Portuguese, French or Japanese language fluency
Secondary Job Category
Technical Services Specialist
Early Professional Track
Not Applicable - Professional Hire
IBM offers a wide range of resources for eligible IBMers to thrive both inside and outside of work. In addition to a competitive benefits program consisting of medical and life insurance, retirement plans, and time off, eligible employees may also have access to:
·12 weeks of paid parental bonding leave. Family care options are also available to support eligible employees during COVID-19.
·World-class training and educational resources on our personalized, AI-driven learning platform. IBM's learning culture supports your restless attitude to grow your skills and build the depth and scale of knowledge needed to achieve your career goals.
·Well-being programs to support mental and physical health.
·Financial programs that empower you to plan, save, and manage your money (including expert financial counseling, 401(k), IBM stock discount, etc.).
·Select educational reimbursement opportunities.
·Diverse and inclusive employee resource groups where you can network and connect with IBMers across the globe.
·Giving and volunteer programs to benefit charitable organizations and local communities.
·Discounts on retail products, services, and experiences.
This position is eligible for participation in an IBM sales incentive plan. Actual incentive opportunity will be based on performance and the eligible Target Incentive, as addressed in the applicable plan, all of which is subject to change.
We consider qualified applicants with criminal histories, consistent with applicable law.
IBM will not be providing visa sponsorship for this position now or in the future. Therefore, in order to be considered for this position, you must have the ability to work without a need for current or future visa sponsorship.
New Collar Role
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 Life @ IBM
What matters to you when you're looking for your next career challenge?
Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.
Impact. Inclusion. Infinite Experiences. Do your best work ever.
About Business Unit
The Office of the Chief Information Officer (CIO) owns IBM's IT strategy and provides the tools, workstations, devices, and infrastructure that IBMers use to do their jobs every day. Put simply, our mission is to create a productive environment for IBM's 355,000 worldwide employees. Join us as we lead with design to drive simplicity and ease of use, engineering the systems that run the business, and innovating to transform the business.
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. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 350,000 IBMers serving clients in 170 countries.