Introduction
Become part of a company that has a passionate commitment to development and technology. IBM consist of people from diverse backgrounds who together solve problems for businesses and organizations around the world.
We are now looking for a person with an interest in customer service and technology for our Lenovo Support Center. You will join a fantastic team who provide support to consumer and corporate customers as well as to our Field technicians at customer site. This involves troubleshooting over phone/remote takeover, identify hardware and software issues, supply spare parts and technical instructions to clients and onsite technicians.
You should have some experience and knowledge of personal computers (hardware and software, self-interest or education).
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Your role and responsibilities
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).
Required education
None
Preferred education
Technical Diploma
Required technical and professional expertise
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
Required Skills
Required Professional and Technical Expertise :
General IT awareness will be considered as advantage
Good MS Office skills
Client Focus
Team player
Good command of spoken and written skills of English language
Excellent Swedish
Fluent English
Good typing skills
Preferred technical and professional experience
Preferred Skills
Previous client handling/facing experience
Previous call center experience
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.
IBM is proud to be an equal-opportunity employer. All qualifiedapplicants will receive consideration for employment without regard to race,color, religion, sex, gender, gender identity or expression, sexualorientation, national origin, caste, genetics, pregnancy, disability,neurodivergence, age, veteran status, or other characteristics. IBM is alsocommitted to compliance with all fair employment practices regardingcitizenship and immigration status.
OTHER RELEVANT JOB DETAILS
For additional information about location requirements, please discuss with the recruiter following submission of your application.