Multivendor Front Office Representative with Spanish

Job description

This is an excellent opportunity to join IBM in an entry level role with the ability to develop and progress within a fast growing team.

IBM provides worldwide Multivendor remote Technical Support Services and General Product Support for Multivendor products.

Responsibilities & Tasks:

The technical agent in the support centre is responsible to run the client communication via phone or email, entitles the customer for a special service, delivers the problem determination or problem source identification, creates an action plan, keeps the customer updated about problem resolution progress and triggers the appropriate service delivery method (Fix on Phone, Customer Replaceable Unit, Onsite Service).

In detail the agent performs the following tasks and drives E2E client resolution by service request:

Non-Technical tasks

Call Entry, machine identification, entitlement

Routing/ escalation to manufacturer if needed

Sales involvement if needed

Technical presales information

Damage & refund

Handling of client complaints

Live chat/ problem determination chat

Other client service requests

Non call centre transaction based information requests

Call tracking and monitoring

Voice or email client update communication

Technical Tasks

Standard Resolution Process

Problem Determination/ Problem Source Identification

Usage of test equipment & remote tools

Action plan Creation

Problem management

Remote Fix/ CRU involvement

Depot repair involvement

Onsite repair involvement

Committed support services

Qualifications and skills:

High client empathy

Understanding client needs and priorities

Good Communication Skills

Ability to coordinate multiple tasks

Good Team Working Skills

Fluent speaking and writing in specified languages

Flexible and productive working style

Self-motivated and driven individual

Strong rigor and autonomy

Auto req ID

147672BR
Required Education

High School Diploma/GED
Role ( Job Role )

Remote Technical Support
State / Province

SOFIA
Primary job category

Product Services
Company

(0023) IBM Bulgaria Ltd.
Contract type

Regular
Employment Type

Full-Time
ERBP

Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

GTS
Preferred Education

Bachelor's Degree
City / Township / Village

SOFIA
EO Statement

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, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise

General IT awareness will be considered an advantage
Good MS Office skills are preferred
Previous call centre experience is preferred
Previous client handling/facing experience is preferred
Country/Region

Bulgaria
Preferred Technical and Professional Experience

Client Focus
Team player
Excellent command of spoken and written skills for the specific language
Good command of English
Good typing skills
Eligibility Requirements

work permit
Position Type

Early Professional
Early Professional Track

Industry Early Professional
New Collar Role

Yes