Technical Support Agent in Belgium

Job Description

IBM provides worldwide MultiVendor remote Technical Support Services and General Product Support for PC volume products (Desktops, Laptops & Tablets).

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 to drive resolution of clients' service requests.

Non-Technical tasks:
Call take, Lenovo clients directly call the center to report with a service request
Call Entry, machine identification, entitlement
Routing / escalation to Lenovo if needed
Handling of client complaints
Live chat/ problem determination chat
Handling other client service requests (f.i. Damage & refund)
Process administration
Create daily CE planning
Call tracking and monitoring
Voice and email client update communication

Technical Tasks in regard to PC products:
Standard Resolution Process
Problem Determination/ Problem Source Identification
Usage of test equipment & remote tools
Action plan Creation
Problem management
Remote Fix/ Client Replaceable Unit (CRU) involvement
Depot repair involvement
On site repair involvement

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 Dutch in speaking and writing
  • Good English in speaking and writing
  • Flexible and productive working style
  • Self motivated and driven individual
  • Motivated to participate in education opportunities to grow skills
  • Basic Technical PC skills

Preferred Tech and Prof Experience

  • Technical education degree

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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