IBM Contact Center Support Specialist in BEDFORD, Nova Scotia

Job Description

IBM Global Business Services (GBS) helps our clients fundamentally redesign experiences to create new sources of value, digitally reinvent their operations for great efficiency and transform their entire enterprises through cognitive. We invite you to consider joining IBM's global reach, outcome-focused methodologies, domain skills and deep industry expertise that are helping transform the way we live and work.

IBM's state-of-the-art Client Innovation Centre (CIC) at http://www-935.ibm.com/services/ca/en/gbs/application-management/nova-scotia-services-centre/index.html opened in Nova Scotia in March 2013 and is the first of its kind in Canada. The Centre weaves together IBM’s business insights and industry-leading software portfolio and is ideally suited for any client that needs flexible access to emerging or niche skills that may not be cost effective to grow internally. In addition, our focus on our team is unparalleled as demonstrated by the following:

  • The CIC NS is one of IBM’s highest performing delivery centres worldwide – for retention, client satisfaction and utilization. Our employees are empowered to stay and grow within IBM.

  • More than 100 of our employees received promotion in 2015 alone. Structured career development programs are helping us grow our future leaders from within.

  • We are very focused on continuous skill development – staff training is our third largest annual Centre investment. Employees are immersed in a culture of learning and constant growth.

  • Investment in key partnership with universities, government and private sector groups which has resulted in IBM having a key influencing role in Nova Scotia’s ICT industry, especially in talent development.

Our team is looking for an enthusiastic and driven Call Center Support specialist

MUST HAVE GENESYS CONTACT CENTER SOLUTION SOFTWARE EXPERIENCE

Responsibilities include:

  • Providing support in a Service Management environment, handling of incidents, problem and change tickets as per service levels;

  • Communicating appropriately with client to determine nature and severity level of Service Incidents and/or Service Requests;

  • Appropriately analyzing client Service Incidents to obtain resolution or work-around;

  • Effectively communicating Service Incident resolutions to client;

  • Resolving the Service Incident and/or Service Request;

  • Documenting the Service Incident work-around and/or resolution;

  • Providing technical support related to the maintenance and administration of the applications;

  • Providing development support for minor enhancements and customizations.

Note: This role will involve working with technology that is covered by embargo Export Regulations. If you are a Foreign National from any of the following embargoed countries (Cuba, Iran, North Korea, Sudan, and Syria) on a work permit, you are not eligible for employment in this position.

Required Technical and Professional Expertise

  • Contact Center Technical Environment knowledge

  • Ability to apply minor enhancements (changes in code, etc.)

  • Ability to conduct investigations of problem tickets and root cause analysis of major incidents / outages

  • Ability to execute upgrades

  • Infrastructure / OS knowledge

  • Familiarity with Unix and Windows Server environments

  • Solid analytical skills, problem determination and resolution recovery processes

  • Strong communication and interpersonal skills

Preferred Tech and Prof Experience

N/A

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.