Technical Agent (Italian)

Where: Zagreb (Croatia)

Extent of Work: Full Time

Click here to apply in English

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!

Your Role and Responsibilities
IBM provides worldwide Multivendor Remote Technical Support Services and General Product Support for Multivendor products.

Responsibilities & Tasks:
The Technical agent in the support center is responsible to run the client communication via phone or email, entitles the customer for a special service, delivers the problem determination or problem source identification, creates an action plan, keeps the customer updated about problem resolution progress and triggers the appropriate service delivery method (Fix on Phone, Customer Replaceable Unit, Onsite Service).

In detail the agent performs the following tasks and drives E2E client resolution by service request:

Non-Technical tasks:
-Call Entry, machine identification, entitlement
-Routing/ escalation to manufacturer if needed
-Sales involvement if needed
-Technical pre sales information
-Damage & refund
-Handling of client complaints
-Live chat/ problem determination chat
-Other client service requests
-Non call center transaction based information requests
-Call tracking and monitoring
-Voice or email client update communication

Technical Tasks:
-Standard Resolution Process
-Problem Determination/ Problem Source Identification
-Usage of test equipment & remote tools
-Action plan Creation
-Problem management
-Remote Fix/ CRU involvement
-Depot repair involvement
-Onsite repair involvement
-Committed support services


Required Technical and Professional Expertise
– High client empathy
– Understanding client needs and priorities
– Good Communication Skills
– Ability to coordinate multiple tasks
– Good Team Working Skills
– Fluent Italian in speaking and writing
– Good command of English language
– Flexible and productive working style
– Self motivated and driven individual
– Strong rigor and autonomy

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