Introduction
Client satisfaction will be your ultimate goal in this role. As a customer service representative, you will be on the front line serving our customers. You'll be the technical resource and point person interacting with clients, vendors, and senior management, to identify and resolve complex technical problems. If solving problems and helping others succeed excites you, let’s talk!
The Client Innovation Center Zagreb 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.
The center is located in the City Plaza complex, reachable easily by public transportation and offering a variety of content including cafes, restaurants, shops as well as a fitness center and kindergarten.
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.
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
About Business Unit
IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world’s most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing.
Your Life @ IBM
In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?
About IBM
IBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business.
At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
Location Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application.
Being You @ IBM
IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
