TSS Customer Service Center Representative

Job Description

Employment: Full Time Job Duration: Permanent Employment IntroductionAt IBM, work is more than a job - its 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 youve never thought possible. Are you ready to lead in this new era of technology and solve some of the worlds most challenging problems If so, lets talk.Your Role and ResponsibilitiesResponsibilities-Working according to TSS GSDP (Global Service Delivery Process) Process.-Takes Hardware calls in all languages defined in the skill profile in a friendly and competent manner.-Entitles the Customers request.-Creates a Service Request in the HW Problem Management System (RCMS + Solve Direct).-Documents all relevant data in the Service Request.-Routes the Service Request to the respective front office.-Keep active monitoring of all open Service Requests and ensure timely closing.-Takes SW calls in all languages defined in the skill profile in a friendly and competent manner.-Entitles SW Customer requests.-Creates a PMR in the SW system.-Documents all relevant data in the PMR.-Routes the service requests to the respective front office.-Maintain engineers / BPs availability list and assign the Service Request to the appropriate resource according to skills and availability.-In case of problems alerts the RRC Focal Point and / or management.Working Conditions:-24 X 7 on Shift Basis. REQUIREMENTS: Required Technical and Professional Expertise-University Graduate with one or two years experience in customer service position.-English - Fluent (Written & Spoken)-Windows and Microsoft Office knowledge.-Efficient knowledge of relevant systems and tools.-Good communication Skills-Customer service skills-Reliable and self-dependent-Quality driven-Team player-Flexibility to work 24 X 7 shift basis.Preferred Technical and Professional Expertise-Knowledge of IBM organization, products and services.-French language proficiencyAbout 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. Its 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 at IBMWhat matters to you when youre looking for your next career challengeMaybe 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 IBMIBMs 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.Being You at 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, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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About Company

For more than six decades, IBM Middle East & Pakistan has played a vital role in shaping the information technology landscape of the region. Today, IBM is part of the regions technological fabric, solving real-world business and societal challenges, through its offices in UAE, Saudi Arabia, Qatar, Kuwait and Pakistan, and also a diversity of centers across the region.

Within the region, IBM currently has groundbreaking initiatives in cloud computing, analytics, mobile, security, as well as nanotechnology, eGovernment, healthcare and many more, collaborating with leading educational institutes and governments. IBM supports hundreds of clients to drive transformation through technology, contributes to regional research & development programs and has an active Corporate Service Corps (CSC) program.

Reinvention is a keyword in the companys history and, today, IBM is much more than a hardware, software, services company. IBM is now emerging as a cognitive solutions and cloud platform company.