Introduction
As a Service Delivery Specialist, you are the face of IBM for our customers. Your clients' success depends on your ability to understand their needs and respond to requests for new services. This role is an integral part of both account planning and delivering support strategies, working to proactively monitor problems, change processes, and handle issues to ensure our customers success.
Your Role and Responsibilities
The CRU/TCR (Cash Recycling Unit/ Teller Cash Recycler) Triage team will provide service to client end-users. You will be supporting several models of CRU/TCR.
You will handle voice calls with the client to provide quality end-user support to clients using our TCR/CRU offering.
Your responsibilities will include receiving and recording incident-related information and providing initial base-level PD/PSI (problem determination/problem source identification) support to the end user. You will use various tools, techniques, and procedures to assist the end user in determining the source of their fault. You will help them resolve the situation or escalate it to second-line maintenance services in Canada if it requires technical repair. You will be trained on a variety of tools and knowledge systems that you will use to assist in routing client incidents to the proper team until case resolution.
Want more jobs like this?
Get jobs in Guadalajara, Mexico delivered to your inbox every week.
You will want to positively contribute towards achieving performance targets in all aspects of the team's activities and demonstrate a willingness to execute additional tasks as and when required
Required Technical and Professional Expertise
• 2 - 4 years experience in customer service.
• Proficiency in English and French and native fluency in written and spoken Spanish.
• Flexibility in Working on different shifts is a key requirement for this role. You should be prepared to adapt to varying work schedules to meet the needs of our global client base.
• Excellent communication and problem-solving skills are essential for this role. Your focus on providing exceptional customer service will be a key factor in your success in this position.
• Detail-oriented, Strong Work Ethic and Organized.
Proficiency in English
Preferred Technical and Professional Expertise
Availability to travel for traning is required.
Valid passport and Canadian Visa are required.