Responsibilities
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.
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 proficiency
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