Centralized Technical Support 2nd level

Job Description
Centralized Technical Support (CTS) is 2nd level support for the end customer desktops. Generally, CTS agent tasks include breakfix/solving problems on general BCE platform like Lotus Notes, Prinetrs, Virtual Private Network. The main objective is to minimize problem ticket volume coming onsite support.

List of relevant tasks:

  • monitoring problem management system for ticket progress (only CTS Tickets)
  • track and handle CTS problem management queue
  • perform problem diagnosis by dialogue with end-user
  • provide basic "on-the-job" training to end users
  • performing software issues / Fix activities
  • perform remote control on user PC to solve problem
  • update ticket status on regular basis
  • forward unsolved problem ticket to relevant resolver group (only CTS tickets)
  • provide guidance to Distributed Client Services for onsite interventions
  • using the correct call closure and activity action codes
  • closing tickets with user agreement (only when in contact with user)
  • document additional resolution scripted procedures for Customer Service Representative
  • update knowledge base documentation
  • identify problem candidates for automation
We have following language combinations opened:
  • English + French
  • English + German
  • English + Spanish
  • English + Portuguese
Please, take in consideration, that should your application be successful, our recruiters will contact you within 14 days.

Required Technical and Professional Expertise

  • Support Representative - at least 1 year experience
  • Windows 7 - at least 1 year experience
  • Lotus Notes - at least 1 year experience
  • English - Fluent
  • Second foreign language

Preferred Tech and Prof Experience

  • Support Representative - at least 2 years experience
  • Windows 7 - at least 2 years experience
  • Lotus Notes - at least 2 years experience

EO Statement
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, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

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