Technical Agent (German and English)

Job description

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

Responsibilities & Tasks:
The technical agent in the support center 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 pre sales information
-Damage & refund
-Handling of client complaints
-Live chat/ problem determination chat
-Other client service requests
-Non call center 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
-Priority Support 7/24
-Committed support services

TSSCICCroatia
Auto req ID

189146BR
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
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

- High client empathy
- Understanding client needs and priorities
- Good Communication Skills
- Ability to coordinate multiple tasks
- Good Team Working Skills
- Fluent German in speaking and writing
- Good command of English language
- Flexible and productive working style
- Self motivated and driven individual
- Strong rigor and autonomy
Country/Region

Croatia
Preferred Technical and Professional Experience

- Previous client handling/facing experience is preferred
- Previous call center experience is preferred
- IT background / interest in IT area is preferred
Secondary Job Category

Technical Services Specialist
Eligibility Requirements

N/A
Position Type

Early Professional
Early Professional Track

Industry Early Professional
New Collar Role

Yes