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, let’s talk. IBM Technical Support Services (TSS) uses enhanced analytics and leverages global infrastructure and years of experience to deliver outstanding hardware, software and multi-vendor support services to our customers worldwide.
Изисквания за длъжността
For our fast-growing multi-vendor support team, we’re looking to hire Software Licensing Representative with client-first mindset and eager to learn. In this challenging role, you’ll participate in shift rotation to support customers around the world over phone, e-mail and web, helping them solve complex issues and preventing outages. Software Associate Licensing Representative an entry level role provides an excellent opportunity to build the knowledge and experience supporting your career aspirations.
This will include:
Handle customer software licensing requests submitted by phone, email and Live Chat platforms
Take ownership of customer requests and drive them towards resolution
Leverage internal resources and tools to validate entitlement and identify the customer issue while providing timely status updates
Follow established processes for effective management of backlog of support cases
Collaborate with internal teams to achieve satisfactory and timely resolution of the issue
Effectively communicate resolution to the customer and monitor/close case
Help maintain internal resources and knowledge bases by documenting findings and suggesting improvements
Required Technical and Professional Expertise
Strong customer-first mindset with high sense of ownership and accountability.
Strong analytical thinking skills to identify causes of errors, make recommendations and resolve problems.
Ability to effectively research and discern legitimate external guides and webpages using different search engines to address customers’ concerns/questions
High school diploma or equivalent
At least 6 months of experience in customer support role
Excellent command of spoken and written English (B2-C2 level)
Preferred Technical and Professional Expertise
Bachelor’s Degree (or equivalent) in Engineering or similar technical field
Experience in technical customer support role will be considered an advantage
Networking background and/or certification is a plus