Technical Support Representative
A Technical Support Representative at IBM is a front-line position supporting our products and making sure they are at their best for our customers. With over 100 years in technology, IBM has built a strong reputation of quality service and this role ensures we continue to deliver on that promise. If you enjoy helping people with technical issue, you’ll love your career at IBM.
Your Role and Responsibilities
Provide technical support mainly via calls and following a standard call flow and problem handing processes (scripted or not scripted).
- Verify entitlement, perform problem determination, resolve and close the problem, or route the incident record to the appropriate level of support.
- Using technical resources and tools, support the client by answering questions and responding to client requirements.
- Utilize product, technology, industry and/or services skills to identify problems which may be related to product installation, update, configuration, operations or performance.
- Guide the client, advising on potential resolutions and their implementation, and play a key role in overall client satisfaction.
Required Technical and Professional Expertise
-Fluently bilingual in French and English verbal and written communication skills.
-Should be willing to work in shifts (Service Desk is open 7/24/365).
-Overall should be a good team player with willingness to learn and drive to achieve.
-Pro active and focused on Metrics.
Preferred Technical and Professional Expertise
-Knowledge of networking, internet and intranet, general knowledge of MS Products and configuration (Outlook) and operating systems.
-Tablet and cell phone configuration.
-Phone and email industry etiquette.
About Business Unit
At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!
Your Life @ IBM
What matters to you when you’re looking for your next career challenge?
Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.
Impact. Inclusion. Infinite Experiences. Do your best work ever.
IBM’s greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.
For additional information about location requirements, please discuss with the recruiter following submission of your application.
Being You @ IBM
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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.