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
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.
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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 24x7 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