Bilingual Customer Service Representative
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The role will involve providing level 1.5 technical support for resolution including, equipment functionality, configuration and repair, application support, software downloads, and network connectivity
The candidate will need to provide bilingual support.
This is a generalist role for someone who enjoys problem solving, working with people and learning about new technologies. This position allows agents to get exposure and relevant experiences to different technologies and activities.
People in this role should have a solid understanding of call/incident management, problem and change management, supporting technologies and enjoy a challenging fast paced environment
Required Technical and Professional Expertise
- Demonstrates verbal and written communications skills in French and English
- Proven customer service skills
- Demonstrates the ability to multi-task in support of calls, emails or chat handling
- Accurately and clearly document all customer interactions within a ticketing system, follow established call handling and work flow processes
- Ability to interface with a variety of other work groups
- Availability to work flexible shifts (including evenings, mid-nights, weekends and holidays)
- Ability to work in a fasted paced dynamic environment with changing priorities
- Experience with Windows operating systems and Microsoft Office software
- General working knowledge of PC and off the shelf software products and e-mail
- Active listener
- Update the status of the call through to completion
- Perform Install / Move / Add / Change services remotely
- Receive initial incident notification from Service Desk
- Administrative tasks in support of the activity
Preferred Tech and Prof Experience
- Experience with mobile devices, such as Blackberry and iPhone products and services with the expectation to be cross trained on other product lines (Embedded Laptops, USB Sticks, data backup and restoration, etc)
- Recent experience on a service desk, understanding of AGILE, Lean and ITIL principles