Technical Agent (Bilingual Italian and English)

Job description

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.

The Client Innovation Center Zagreb in Croatia is one of the strategic IBM Centers for global delivery of Technology Support Services to clients worldwide. Our teams deliver extraordinary client experience and ensure that client businesses are moving forward by combining skills and our best technical solutions with client needs.
The center is located in the City Plaza complex, reachable easily by public transportation and offering a variety of content including cafes, restaurants, shops as well as a fitness center and kindergarten.

Your Role and Responsibilities
IBM provides worldwide Multivendor Remote Technical Support Services and General Product Support for Multivendor products.
The Technical agent in the support center is responsible to provide end to end (E2E) technical support to clients through handling client inquiries via phone calls, e-mail and chat.
Business hours are Monday to Friday, 8AM – 6PM in 8 hour shifts.

In detail the agent performs the following tasks and drives E2E client resolution by service request:
Non-Technical tasks:
·  Regular communication with clients (via phone, chat and e-mail)
·  Call Entry
·  Machine identification and warranty entitlement
·  Routing/ escalation to manufacturer/ sales if needed
·  Handling technical pre-sales information requests
·  Damage & refund requests handling
·  Handling of client complaints
·  Other client service requests handling
·  Call tracking and monitoring Technical tasks:
·  Problem determination/ problem source identification
·  Remote takeover session handling and part identification
·  Standard resolution processing and action plan creation
·  Repair request creation
·  Problem management
·  Usage of test equipment & remote tools
The technical agent role gives broad IT knowledge and experience which is the first major step in various career development opportunities within IBM.

What we offer:
* Company-paid training and certifications
* Access to countless trainings and certification offerings
* Career development and participation in buddy/ mentor/ coach- me programs
* A knowledge sharing culture
* Competitive compensation package
* Working with top professionals in an international environment
* Diverse job role structure giving opportunities for growth within the team
* Hybrid working model
* Recognition awards
* Additional health coverage
* Transportation allowance
* Additional vacation days

Required Technical and Professional Expertise

·  Client focused
·  Fluency in Italian and English - both verbal and written
·  Good Communication and Team Working Skills
·  Ability to coordinate multiple tasks, flexible and productive working style
·  Self motivated and driven individual
·  Strong rigor and autonomy

Preferred Technical and Professional Expertise

·  Previous client handling/facing experience is preferred
·  Previous call center experience is preferred
·  IT background / interest in IT area is preferred