Technical Agent (Bilingual French and English)

IBM HRVATSKA d.o.o. (5)

Technical Agent (Bilingual French and English)
  • Country:HR
  • City:Zagreb
  • Category:Technical Specialist
  • Required Education:High School Diploma/GED
  • Position Type:Early Professional
  • Employment Type:Full-Time
  • Contract Type:Regular
  • Company:(0033) IBM Croatia Ltd./IBM Hrvatska d.o.o.
  • Req ID:353189BR
  • Travel Required:No Travel
  • Min Salary:
  • Max Salary:
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View Full Description
Client satisfaction will be your ultimate goal in this role.  As a customer service representative, you will be on the front line serving our customers.  You'll be the technical resource and point person interacting with clients, vendors, and senior management, to identify and resolve complex technical problems. If solving problems and helping others succeed excites you, let’s talk!

Your Role and Responsibilities
IBM provides worldwide Multivendor Remote Technical Support Services and General Product Support for Multivendor products.

Responsibilities & Tasks:
The Technical agent in the support center is responsible to run the client communication via phone or email, entitles the customer for a special service, delivers the problem determination or problem source identification, creates an action plan, keeps the customer updated about problem resolution progress and triggers the appropriate service delivery method (Fix on Phone, Customer Replaceable Unit, Onsite Service).

In detail the agent performs the following tasks and drives E2E client resolution by service request:

Non-Technical tasks:
-Call Entry, machine identification, entitlement
-Routing/ escalation to manufacturer if needed
-Sales involvement if needed
-Technical pre sales information
-Damage & refund
-Handling of client complaints
-Live chat/ problem determination chat
-Other client service requests
-Non call center transaction based information requests
-Call tracking and monitoring
-Voice or email client update communication

Technical Tasks:
-Standard Resolution Process
-Problem Determination/ Problem Source Identification
-Usage of test equipment & remote tools
-Action plan Creation
-Problem management
-Remote Fix/ CRU involvement
-Depot repair involvement
-Onsite repair involvement
-Priority Support 7/24
-Committed support services

Required Technical and Professional Expertise
- High client empathy
- Understanding client needs and priorities
- Good Communication Skills
- Ability to coordinate multiple tasks
- Good Team Working Skills
- Fluent French in speaking and writing
- Good command of English language
- Flexible and productive working style
- Self motivated and driven individual
- Strong rigor and autonomy

Preferred Technical and Professional Expertise
- Previous client handling/facing experience is preferred
- Previous call center experience is preferred
- IT background / interest in IT area is preferred

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!

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 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.

Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application.

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.


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