Call Handle Agent (CHA)

Job description

Call Handle/Dispatch Function is staffed 365 days a year, 24 X 7. Supporting U.S. and Canada (North America)

Call Handle (CH) provides support for service requests that have not automatically assigned in CROSS, the Call Management tool used in North America. It is the role of the CH agent to quickly (within 15 mins) to take action on any unassigned service request or message. CH's goal is to assign the service request within 30 mins. These are targets only since outside factors, such as Service Support Representative availability, SSR training or even disaster impacts to the area of coverage and tool failures could have an impact on CH's ability to complete the action. They are responsible for updating CROSS with all actions taken in response to the activities.

Contact customers to confirm service requirements on Severity 3 & 4 service requests during off-shift.

Interfaces with the Duty Manager on Severity 1 & 2 service requests which are about to miss service levels, customer call-backs, customers requiring duty manager assistance or any high focus account which service level in jeopardy. - 1st level of escalation

Interfaces with the Service Delivery Managers or Team Leads for 2nd level of escalation. They will provide timely updates to the manager on the disposition of the service request.

Agents should have good written and verbal English skills

Auto req ID

345001BR
Required Education

Bachelor's Degree
Role ( Job Role )

Technical Solution Manager
State / Province

JALISCO
Primary job category

Services Solutions Management
Company

(0178) IBM Servicios Profesionales, S. de R. L. de C.V.
Contract type

Regular
Employment Type

Full-Time
Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

GTS
Preferred Education

Bachelor's Degree
City / Township / Village

Guadalajara
Being You @ IBM

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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise

Contact customers to confirm service requirements on Severity 3 & 4 service requests during off-shift.

Interfaces with the Duty Manager on Severity 1 & 2 service requests which are about to miss service levels, customer call-backs, customers requiring duty manager assistance or any high focus account which service level in jeopardy. - 1st level of escalation

Interfaces with the Service Delivery Managers or Team Leads for 2nd level of escalation. They will provide timely updates to the manager on the disposition of the service request.

Agents should have good written and verbal English skills

Country/Region

Mexico
Preferred Technical and Professional Experience

Contact customers to confirm service requirements on Severity 3 & 4 service requests during off-shift.

Interfaces with the Duty Manager on Severity 1 & 2 service requests which are about to miss service levels, customer call-backs, customers requiring duty manager assistance or any high focus account which service level in jeopardy. - 1st level of escalation

Interfaces with the Service Delivery Managers or Team Leads for 2nd level of escalation. They will provide timely updates to the manager on the disposition of the service request.

Agents should have good written and verbal English skills
Secondary Job Category

Technical Solutions Management
Eligibility Requirements

Contact customers to confirm service requirements on Severity 3 & 4 service requests during off-shift.

Interfaces with the Duty Manager on Severity 1 & 2 service requests which are about to miss service levels, customer call-backs, customers requiring duty manager assistance or any high focus account which service level in jeopardy. - 1st level of escalation
Position Type

Early Professional
Early Professional Track

Industry Early Professional
Location Statement

For additional information about location requirements, please discuss with the recruiter following submission of your application.
New Collar Role

No
Introduction

At 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 Life @ IBM

What 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 Business Unit

At 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!
About IBM

IBM'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.