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IBM Technical Agent (Bilingual Italian and English) in Zagreb, United States


At IBM, work is more than a job - it's a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you've never thought possible. Are you ready to lead in this new era of technology and solve some of the world's most challenging problems? If so, lets 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

Preferred Technical and Professional Expertise

  • Previous client handling/facing experience is preferred- Previous call center experience is preferred- IT background / interest in IT area is preferred

About Business UnitAt 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 @ IBMAre you craving to learn more? Prepared to solve some of the world's most unique challenges? And ready to shape the future for millions of people? If so, then it's time to join us, express your individuality, unleash your curiosity and discover new possibilities.

Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change - to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.

It's time to define your career.

About IBMIBM'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.

Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBMIBM 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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.