IBM
Introduction
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!
The Client Innovation Center Zagreb is one of the strategic IBM Centers for global delivery of Technology Support Services to clients worldwide. Our teams deliver extraordinary client experience and ensure that client businesses are moving forward by combining skills and our best technical solutions with client needs.
The center is located in the City Plaza complex, reachable easily by public transportation and offering a variety of content including cafes, restaurants, shops as well as a fitness center and kindergarten.
Your Role and Responsibilities
As a Remote Monitoring Support Representative you will be the primary client contact for technical support on a range of electro-mechanical banking equipment including ATMs, kiosks, cash recyclers and printers. Working with users or using tooling you log incidents and carry out initial problem determination, resolving issues where possible and routing particular cases to other support teams or service partners for further actions. In your daily work you will communicate with professionals (branch employees, technicians etc.), no end-customer support is needed.
Responsibilities:
Ensure stable operation and operational quality for the client with proactive/real time ATM monitoring and reporting/tracking of contractual SLAs (service level agreements), utilizing customer specific workflow control
Daily review of Incidents and administrative tasks
Create and manage service tickets
Provide assistance to client, partners, suppliers and IBM personnel verbally and via email
Perform remote problem determination and problem source identification utilizing tools, procedures, maintenance packages and processes.
Contribute to maintain and improve client satisfaction.
Recommend changes to monitoring rules/software, tools, procedures, maintenance packages and processes.
Monitor product/account performance on specific platforms.
Articulate IBM’s service delivery and technical support methodology.
Timely response and resolution of technical escalations within agreed service levels.
Develop technical skills to ensure highest standards of support capability.
Analyse and resolve hardware/operating systems/systems management related problems
Be responsible for the ownership and technical resolution of a customer problem.
The job might require flexible schedule to ensure 24×7 support operations. This means that the work is organised in shifts which sometimes includes work on weekends, in late shifts or night shifts. On weekends, in night and late shifts, the possibility of working from home is provided.
What we offer:
Company-paid training and certifications
Access to countless trainings and certification offerings
Career development and participation in buddy/ mentor/ coach- me programs
A knowledge sharing culture
Competitive compensation package
Working with top professionals in an international environment
Diverse job role structure giving opportunities for growth within the team
Hybrid working model
Recognition awards
Additional health coverage
Transportation allowance
Additional vacation days
Required Technical and Professional Expertise
Ability to effectively execute a logical remote problem determination process and work accurately under pressure
Highly customer focused with good communication and negotiation skills
Flexible and able to learn new skills through self-study in addition to formal training
Good team working skills and ability to work with minimum supervision
Fluency in both English and German language with main focus on German language
Preferred Technical and Professional Expertise
Experience working in a remote support centre is an advantage
Knowledge/experience of ATM (or similar – eg printers, retail POS, kiosks, ticketing machines etc) hardware, software and operating systems is an advantage
Knowledge of ATM or comparable electro-mechanical modules, networking connectivity and typical fault finding/remote problem determination is an advantage
Working knowledge of Windows PC hardware/firmware/operating system/application is an advantage
IBM
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