Remote Monitoring Support Representative

Job description

The Remote Monitoring Support Representative team are the primary client interface into IBM for technical support on a range of electro-mechanical banking equipment including ATMs, kiosks, cash recyclers and printers. Working with users or using tooling they log incidents and carry out initial problem determination, resolving issues where possible and routing fault tickets to the Level 2 team for further actions.

Responsibilities:
·  Ensure stable operation and operational quality for the client with proactive/real time ATM monitoring and reporting/tracking of contractual SLAs (service level agreements), utilizing customer specific workflow control
·  Daily review of Incidents and administrative tasks
·  Create and manage service tickets
·  Provide assistance to client, partners, suppliers and IBM personnel verbally and via email
·  Perform remote problem determination and problem source identification utilizing tools, procedures, maintenance packages and processes.
·  Contribute to maintain and improve client satisfaction.
·  Recommend changes to monitoring rules/software, tools, procedures, maintenance packages and processes.
·  Monitor product/account performance on specific platforms.
·  Articulate IBM's service delivery and technical support methodology.
·  Timely response and resolution of technical escalations within agreed service levels.
·  Develop technical skills to ensure highest standards of support capability.
·  Participate in a Standby/out of hours rota which will be mandatory at some point.
·  Analyse and resolve hardware/operating systems/systems management related problems
·  Be responsible for the ownership and technical resolution of a customer problem.

TSSCICCroatia

Auto req ID

253366BR
Required Education

High School Diploma/GED
Role ( Job Role )

Customer Service Representative
State / Province

ZAGREBACKA ZUPANIJA
Primary job category

Technical Specialist
Company

(0033) IBM Croatia Ltd./IBM Hrvatska d.o.o.
Contract type

Regular
Employment Type

Full-Time
ERBP

Yes
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

ZAGREB
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, 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

·  Able to effectively execute a logical remote problem determination process
·  Able to work accurately under pressure
·  Good communication skills, written and verbal
·  Highly customer focused with good customer handling and negotiation skills
·  Flexible and able to learn new skills through self-study in addition to formal training
·  Good team working skills and ability to work with minimum supervision
·  Fluent speaking and writing in English
·  Fluent speaking and writing in German
Country/Region

Croatia
Preferred Technical and Professional Experience

·  Experience working in a remote support centre - ideally in a monitoring or technical support role is an advantage
·  Knowledge/experience of ATM hardware platforms, S/W and operating systems preferred or experience in a comparable electro-mechanical environment eg supporting printers, retail POS, kiosks, ticketing machines etc
·  Knowledge of ATM or comparable electro-mechanical modules, networking connectivity and typical fault finding/remote problem determination
·  Working knowledge of Windows PC hardware/firmware/operating system/application
Secondary Job Category

Technical Services Specialist
Eligibility Requirements

n/a
Position Type

Early Professional
Early Professional Track

Industry Early Professional
Location Statement

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

Yes
Introduction

Client satisfaction will be your ultimate goal in this role. As a customer service representative, you will be on the front line serving our customers. You'll be the technical resource and point person interacting with clients, vendors, and senior management, to identify and resolve complex technical problems. If solving problems and helping others succeed excites you, let's 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

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!
About IBM

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 380,000 IBMers serving clients in 170 countries.