IBM Technical Agent (German and English) in ZAGREB, Croatia

Job Description

IBM provides worldwide Multivendor remote Technical Support Services and General Product Support for Multivendor products.

Responsibilities & Tasks:

The technical agent in the support center is responsible to run the client communication via phone or email, entitles the customer for a special service, delivers the problem determination or problem source identification, creates an action plan, keeps the customer updated about problem resolution progress and triggers the appropriate service delivery method (Fix on Phone, Customer Replaceable Unit, Onsite Service).

In detail the agent performs the following tasks and drives E2E client resolution by service request:

Non-Technical tasks:

-Call Entry, machine identification, entitlement

-Routing/ escalation to manufacturer if needed

-Sales involvement if needed

-Technical pre sales information

-Damage & refund

-Handling of client complaints

-Live chat/ problem determination chat

-Other client service requests

-Non call center transaction based information requests

-Call tracking and monitoring

-Voice or email client update communication

Technical Tasks:

-Standard Resolution Process

-Problem Determination/ Problem Source Identification

-Usage of test equipment & remote tools

-Action plan Creation

-Problem management

-Remote Fix/ CRU involvement

-Depot repair involvement

-Onsite repair involvement

-Priority Support 7/24

-Committed support services

Required Technical and Professional Expertise

  • High client empathy

  • Understanding client needs and priorities

  • Good Communication Skills

  • Ability to coordinate multiple tasks

  • Good Team Working Skills

  • Fluent German in speaking and writing

  • Good command of English language

  • Flexible and productive working style

  • Self motivated and driven individual

  • Strong rigor and autonomy

Preferred Tech and Prof Experience

  • Previous client handling/facing experience is preferred

  • Previous call center experience is preferred

  • Basic IT knowledge / interest in IT area is preferred

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.