Technical Agent (Bilingual English & Spanish/Italian/French)

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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 - 7PM.
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.

Required education

Bachelor's Degree

Preferred education

Technical Diploma

Required technical and professional expertise

• Required Professional and Technical Expertise

• Client focused

• Bi-lingual fluency (both verbal and written) in:

  • Spanish and English or
  • Italian and English or
  • French and English

• 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 experience

• Previous client handling/facing experience is an advantage

• Previous call center experience is an advantage

• IT background / interest in IT area is an advantage

ABOUT BUSINESS UNIT

IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world's most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you'll be able to learn and develop yourself and your career, you'll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

Are you ready to be an IBMer?

ABOUT IBM

IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualifiedapplicants will receive consideration for employment without regard to race,color, religion, sex, gender, gender identity or expression, sexualorientation, national origin, caste, genetics, pregnancy, disability,neurodivergence, age, veteran status, or other characteristics. IBM is alsocommitted to compliance with all fair employment practices regardingcitizenship and immigration status.

OTHER RELEVANT JOB DETAILS

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