Customer Support Representative with English for Australia&New Zealand

    • Sofia, Bulgaria

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

Main Responsibilities:
The Customer Support Representatives are required to be flexible and to perform other related asks and activities as directed by Management, such as monitoring of different queues for electronically placed support request, performing Entitlement Exception Handling, communicating with IBM Vendors, responding to request coming from IBM Remote Technical Support, IBM Onsite Engineers, IBM account representatives and etc...

  • Answering to phone calls
  • Processing of electronically placed calls
  • Verifying of customer requests
  • Verifying of customer entitlements
  • Updating service call activity
  • Managing queues and mailboxes
  • Supplying information to the customers

​Additional Information
Please be aware that the majority of work is conducted in Australian Business hours (GMT +11). Candidates will be expected to align their working day to Australian and New Zealand working hours, meaning that the working hours are from Midnight to 09 in the morning local time in Sofia, Monday to Friday. There is financial uplift for night shifts.

Required Technical and Professional Expertise
  • Fluent English language (C1/C2 level) is must.
  • Positive attitude and good communication skills
  • Good typing and general computer skills
  • Abilities to prioritize, organize and work well in a team

Preferred Technical and Professional Expertise

About Business Unit
At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!

Your Life @ IBM
What matters to you when you're looking for your next career challenge? Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities - where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust - where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.

About IBM
IBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.

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, 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.

IBM researches, develops, manufactures, and markets technology products ranging from mainframe computers to cognitive solutions, always with a core drive to innovate and explore new fields.

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