Technical Support Representative: Service Desk

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.

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Auto req ID

149515BR
Required Education

High School Diploma/GED
Role ( Job Role )

CRM Delivery Cust Svc Rep
State / Province

HEREDIA
Primary job category

Enterprise Operations
Company

(0804) IBM Business Transformation Center, S.r.l.
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

High School Diploma/GED
City / Township / Village

HEREDIA
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, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
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%)
Country/Region

Costa Rica
Preferred Technical and Professional 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
Secondary Job Category

Bus Outsourcing Delivery - Cust Relationship Mgmt
Eligibility Requirements

Not applicable
Position Type

Early Professional
Early Professional Track

Industry Early Professional
New Collar Role

Yes
Referral Promo Code

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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. To lead in this new era of technology and solve some of the world's most challenging problems.