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The Client Innovation Center Cairo in Egypt is one of the strategic IBM Centers for global delivery of Technology Support Services to clients worldwide. Our teams deliver extraordinary client experience and ensure that client businesses are moving forward by combining skills and our best technical solutions with client needs.
IBM provides worldwide Multivendor Remote Technical Support Services and General Product Support for Multivendor products.
The Technical agent in the support center is responsible to provide end to end (E2E) technical support to clients through handling client inquiries via phone calls e-mail and chat.
Business hours are Monday to Friday 8AM – 7PM.
In detail the agent performs the following tasks and drives E2E client resolution by service request:
Non-Technical tasks:
· Regular communication with clients (via phone chat and e-mail)
· Call Entry
· Machine identification and warranty entitlement
· Routing/ escalation to manufacturer/ sales if needed
· Handling technical pre-sales information requests
· Damage & refund requests handling
· Handling of client complaints
· Other client service requests handling
· Call tracking and monitoring
Technical tasks:
· Problem determination/ problem source identification
· Remote takeover session handling and part identification
· Standard resolution processing and action plan creation
· Repair request creation
· Problem management
· Usage of test equipment & remote tools
The technical agent role gives broad IT knowledge and experience which is the first major step in various career development opportunities within IBM.
Required Professional and Technical Expertise
· Client focused
· Bi-lingual fluency (both verbal and written) in:
· French and English or
· Italian and English or
· Spanish and English
· Good Communication and Team Working Skills
· Ability to coordinate multiple tasks flexible and productive working style
· Self motivated and driven individual
· Strong rigor and autonomy
· Previous client handling/facing experience is an advantage
· Previous call center experience is an advantage
· IT background / interest in IT area is an advantage