Dispatch support services requests that have not automatically assigned in the Call Management tool used in North America. It is the role of the agent to quickly (within 15 mins) to take action on any unassigned service request or message. Dispatch agent´s goal is to assign the service request within 30 mins. These are targets only since outside factors, such as Service Support Representative availability, SSR training or even disaster impacts to the area of coverage and tool failures could have an impact on dispatch agent´s ability to complete the action. They are responsible for updating Call Management tool with all actions taken in response to the activities.
Contact customers to confirm service requirements on Severity 3 & 4 service requests during off-shift.
Interfaces with the Duty Manager on Severity 1 & 2 service requests which are about to miss service levels, customer call-backs, customers requiring duty manager assistance or any high focus account which service level in jeopardy. - 1st level of escalation
Interfaces with the Service Delivery Managers or Team Leads for 2nd level of escalation. They will provide timely updates to the manager on the disposition of the service request.
Dispatch Function is staffed 365 days a year, 24 X 7.
Auto req ID
Role ( Job Role )
Technical Solution Manager
State / Province
Primary job category
Services Solutions Management
(0178) IBM Servicios Profesionales, S. de R. L. de C.V.
Is this role a commissionable/sales incentive based position?
IBM Business Group
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
Demonstrated experience in Customer Service on call
Ability to independently own and manage an initiative
Demonstrated problem-solving and analytics skills
Ability to work with customers and previous experience working with customers
Agents must have good written and verbal English skills
Preferred Technical and Professional Experience
Secondary Job Category
Technical Solutions Management
Early Professional Track
Industry Early Professional
For additional information about location requirements, please discuss with the recruiter following submission of your application.
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At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!
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