IBM Customer Care Agent in OTTAWA, Ontario

A challenging opportunity exists with the Canada Lab IT team at the Ottawa/Riverside location of the IBM Canada Lab. As a Customer Care Agent , you will provide internal front line technical support to the Canadian development lab user community on a wide range of IT systems, platforms and applications. You will have excellent customer service skills, the ability to build relationships with clients and operate in a fast paced environment while handling multiple tasks simultaneously. You must also be capable of building effective and efficient relations with IT colleagues to ensure the smooth escalation of client requests to other groups. This entry level position will give the agent vast exposure to varying IT technologies and will allow them to gain experience in this field. Key Responsibilities Include:

  • Processes and responds to telephone, email and web requests for technical assistance and service from internal clients

  • Investigates and troubleshoots routine client software, hardware and operating system issues; resolves as appropriate

  • Provides front line technical support to all software development and customer support teams in Canada

  • Escalates unresolved and more complex problems to level 2 and 3 support as appropriate

  • Document policies, procedures and issues in ticketing system as well as in internal knowledge base

  • Analyzes and makes recommendations to better assess, assist and meet the needs of internal clients

The successful candidate should posses:

  • Excellent analytical and troubleshooting skills

  • Excellent communication skills (written/verbal)

  • Excellent customer service skills

  • Ability to handle multiple talks and conflicting priorities

  • Ability to work in a fast paced environment

The Customer Care Agent will work closely with the Canada Lab IT team consisting of system administrators, application administrators and developers. The Agent will also work with and support the Customer support teams in CanadaIf you are passionate about the IT space including IT Security trends and best practices, Emerging virtualization technology, Microsoft and Linux news along with Scripting technology/advancements, then this may be the opportunity for you!

  • At least 3 years experience in supporting and troubleshooting Microsoft Windows operating systems and office applications

  • Experience supporting and troubleshooting Lotus Notes, Symphony, VPN, anti-virus applications, client firewalls, printing, wireless access, databases, messaging tools, etc

  • Experience with Account Management – MS Active Directory, LDAP

  • Experience in remote control and remote diagnostic tools

  • Experience supporting and troubleshooting connectivity issues (wireless and remote access)

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