Customer Support Agent

IntroductionAt IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.Your Role and ResponsibilitiesThe RTS (Remote Technical Support) CSA will provide remote technical support assistance to the client's store associates and other employees. You will be supporting a large variety of equipment both IBM and non-IBM.Your responsibilities will include receiving and recording incident related information, using a variety of tools, techniques, and procedures, and selecting appropriate actions to resolve problems. You will initially provide 'Generalist' level support to Retail stores, Customer offices and Warehouses. Advancement to Level 1 support will be achieved based on performance and capability. You will provide solutions for fault situations encountered in each of the above locations. You will be trained on a variety of tools and knowledge systems that you will use to assist in problem isolation and cause along with resolution options. You will engage additional levels of support or field services as required to aid resolution. You will handle voice calls and e-mail communications with the client to a high level of quality.You will want to contribute in a positive way towards the achievement of performance targets in all aspects of the team's activities as well as demonstrating a willingness to execute additional task as and when required.You will need to be flexible to support 24 x 7 shift operations. The initial deployment of the service will be 3rd shift - i.e. overnight working.Education+ Relevant University degree/Diploma, ideally in information technology.+ Some experience of working in technical support and/or a call centre environment.+ Fluency in English is essential.Skills+ Excellent Communication Skills+ Excellent Organizational Skills+ Good analytical and problem solving skills+ Ability to work within a team+ Strong customer driven focus+ Good presentation skills+ Ability to work in a high pressure situation+ Ability to produce good work documentation.+ Focused and results orientated+ Communicate actively with customers and other team membersRequired Technical and Professional ExpertiseDemonstrated experience in Customer Service on callAbility to independently own and manage an initiativeDemonstrated problem-solving and analytics skillsAbility to work with customers and previous experience working with customersAgents must have good written and verbal English skills Skills+ Excellent Communication Skills+ Excellent Organizational Skills+ Good analytical and problem solving skills+ Ability to work within a team+ Strong customer driven focus+ Good presentation skills+ Ability to work in a high pressure situation+ Ability to produce good work documentation.+ Focused and results orientated+ Communicate actively with customers and other team membersPreferred Technical and Professional ExpertiseSome experience of working in technical support and/or a call center environment.About Business UnitAt 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 @ IBMWhat 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.About IBMIBM'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.Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.Being You @ IBMIBM 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.