Account Technical support

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 Tier 1 help desk will provide service to client’s stores. You will be supporting a large variety of equipment and products both IBM and non-IBM.
Your responsibilities will include receiving and recording incident related information using a variety of tools techniques and procedures and selecting appropriate actions to resolve problems. You will be trained on a variety of tools and knowledge systems that you will use to assist in en route client’s system issues to the proper team until case resolution. You will handle voice calls and e-mail communications with the client to a high level of quality.
You will want to contribute in a positive way towards the achievement of performance targets in all aspects of the team’s activities as well as demonstrating a willingness to execute additional task as and when required.

Required Technical and Professional Expertise
2 – 4 years experience on customer service
Proficiency in English and native fluency in Spanish both written and spoken
Flexibility to Work on different shifts
Excellent communication skills problem solving ability and a strong focus on providing exceptional customer service.
Detail-Oriented Strong Work Ethic and Organized.

Preferred Technical and Professional Expertise
Call Center / Customer service Experience of 3 years
Strong Analytic skills
System navigational skills.
Ability to Multitask and use different sources of information to solve customer issues.
Must be a Team Player with a positive attitude.