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. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets talk.
Your Role and Responsibilities
• Call Handle Function is staffed 365 days a year, 24/7.
• They are supporting either the US, Canada, Mexico, and/or South American countries.
• Call Handle (CH) supports service requests that have not automatically been assigned in the Call Management tool used globally.
• It is the role of the CH agent to quickly (within 15 minutes) act on any unassigned service request or message.
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• CH's goal is to assign the service request within 30 minutes.
• These are targets only since outside factors, such as Service Support Representative availability, SSR training or even disaster impacts to the area of coverage and tool failures could have an impact on CH's ability to complete the action.
• They are responsible for updating call management tool with all actions taken in response to the activities.
• Contact customers to confirm service requirements on Severity 3 & 4 service requests during off-shift.
• Interfaces with the Duty Manager on Severity 1 & 2 service requests which are about to miss service levels, customer call-backs, customers requiring duty manager assistance or any high focus account which service level in jeopardy. - 1st levels of escalation
• Interfaces with the Service Delivery Managers or Team Leads for 2nd level of escalation.
• They will provide timely updates to the manager on the disposition of the service request.
Required Technical and Professional Expertise
• 2 - 4 years experience in customer service.
• Proficiency in English 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.
Preferred Technical and Professional Expertise
customer support activities.