Dutch Technical Support Representative at IBM

You Will spend the majority of time receiving inbound enquiries (telephonic, web and email) in a call centre environment. Will resolve a portion of these queries and forward the highly complex calls to the appropriate second level support team. Will take ownership of and closes the loop on that query thereby ensuring customer satisfaction.

Responsibilities

• The Technical Support Representative must provide excellent customer service. The task is responsible for handling internet and telephone based customer queries from IBM employees in Europe. Timely resolution of critical customer requests to ensure IBM business continuity is required.
• First Contact resolution rate of 80 % is required, in other words, the Technical Support Representative should resolve 80% of their inbound requests themselves.
• The Technical Support Representative has to ensure their full commitment to customer SLA’s and KPI’s.
• The Technical Support Representative should have a desire to develop knowledge on client applications such as Lotus Notes, Windows Operating Systems, LAN/WAN networks and TCP/IP connectivity, Printing solutions, Main frame applications, Global Web architecture, Microsoft etc. The CSR also handles hardware related queries related to desktops and think Pads. The CSR must manage their time to meet SLA’s on problem updates and ACD targets.
• The Technical Support Representative must work as part of a team and escalate issues where necessary to the Team Subject Matter Expert or Team Leader ensuring the group as a whole maintains ownership of the customer’s query at all times. Problem determination and recording of accurate details on all incoming queries and problems is required.
• Record accurate details of all actions taken when performing call/queue management
• The Technical Support Representative deals with both technical and non-technical people at all levels within the organisation they support and uses acquired knowledge to assist other members of staff. The CSR plays an active part in the induction of new members of staff.
• TheTechnical Support Representative plays an active and important part in improving quality.
• The Technical Support Representative ensures that department policy is adhered to (e.g. ISO processes, ITCS 300 guidelines, virus control, clean desk policy etc).
• Undertake internal and external training as required.
• The Technical Support Representative continuously strives to improve technical ability.
• The Technical Support Representative MUST ensure that Aux Work Codes are used accurately.
• The Technical Support Representative must adhere to the monthly schedules as provided by the team leader.
• The Technical Support Representative must adhere to scheduled times for break, lunch and off-phone time.
• The Technical Support Representative must ensure that all users are kept fully up-to-date on the progression of their problem.
• The Technical Support Representativemust liaise with the Subject matter Expert team and the Problem and Change Management team members as required