Tier One Technical Support

Job description

Introduction
As a Service Delivery Specialist, you are the face of IBM for our customers. Your clients' success depends on your ability to understand their needs and respond to requests for new services. This role is an integral part of both account planning and delivering support strategies, working to proactively monitor problems, change processes, and handle issues to ensure our customers success.

Your Role and Responsibilities
Do you like Technology, helping people, and solving problems? This role is for you! As a Tier 1 Technical Support Representative some of your responsibilities will be:
·  Assist with the maintenance and documentation of all facets of reliable, efficient, customer service.
·  Provide assistance to all members in the use of our computer network, workstations, and equipment.
·  Assist with the communications and information hardware and software, with primary responsibility for clients devices systems, and their efficient integration.
·  Provide helpdesk support, via phone, computer, and through our ticketing system, for most issues related to desktop software, hardware and peripherals.
·  Provide 24-hour support for hardware and services critical to operations.
·  Work within our ticketing system to create detailed work logs and technical documentation.
·  Use appropriate communication and documentation to inform team of important issues and information which will help improve team performance.
·  Inform and coordinate with Operations and other computer users of procedures that would interrupt, affect, or interfere with their work.
·  Escalate issues to Tier 2 as needed, as well as set customer expectations for follow-up (i.e., when to expect a follow-up contact and by whom).
·  Participate in the on-call rotation as agreed by the Tier One Support team. When on call, be prepared to always address technical issues.
·  Maintain good working relationships with all cooperative workers. #CRMMEX_22

Required Technical and Professional Expertise

·  Ability to independently own and manage an initiative
·  Ability to handle and prioritize a lot of tasks each day.
·  Ability to produce user and troubleshooting documentation that other people can understand.
·  Demonstrated problem-solving and analytics skills
·  Demonstrated experience in Support Center on call
·  Advanced written and verbal English skills
·  Excellent customer service

Preferred Technical and Professional Expertise
None