IBM Technical Support Representative: Service Desk in HEREDIA, Costa Rica

Job Description

The Customer Service Representative (CSR) is responsible for handling information inquiries or requests about products, services or personnel received via telephone, fax, e-mail or other means, from customers, IBM personnel or business partners. Services provided may include, but are not limited to, the following: General inquiry support, service delivery support, education enrollment assistance, business partner service, data base management. They perform interrelated activities that deliver the primary service provided by the business function. They have knowledge and experience in using a few specialized tools and procedures to address the requester's needs. Primary measurement is customer satisfaction with the handling of the requests. The employee performs multiple repetitive tasks or multi-step processes.

Skills:

Environment:

Expertise in one main activity (equipment, machine, operation, process steps). Awareness of work done by team members or interrelated activities.

Communication/Negotiation:

Exchanges job or activity related information through listening, clarification and understanding.

Problem Solving:

Use standard tools, techniques, procedures to identify routine problems, and select appropriate actions to solve problems. Structured analysis and interpretations may be required.

Contribution/Leadership:

Performs a variety of assigned tasks and works within well established procedures.

Work is subject to general review.

May provide practical assistance.

Impact on Business/Scope:

Accountable for individual results.

Work output has immediate affects on work-team or department results.

Required Technical and Professional Expertise

Required

  • High School Diploma/GED

  • At least 6 months experience in Customer service and communication skills

  • At least 6 months experience in Oriented to technical Support

  • English: Fluent (90%)

Preferred Tech and Prof Experience

We are looking for Technical support Agents to provide level 1 technical support

Minimum Requirements:

  • Customer Service Experience.

  • Oriented to technical area either studies or experience.

  • English required.

  • Schedule availability

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.