Job: Customer Service Representative in Knoxville Tennessee United States

Job description

Seeking highly motivated individual that will provide remote technical software/hardware and problem management support Storage customers. The candidate will be responsible to deliver the specific requirements of Premium Storage. Candidate must have proven PD/PSI skills in the area of storage. Uses technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution. Communicates action plans to the customer or IBM representative as appropriate. Recommends and implements new or improvements to existing technical support tools, procedures, and processes. May provide training for and mentor others on the team. Contributes to department attainment of organizational objectives and high customer satisfaction. Demonstrated verbal and written communication skills are required. Daily interactions could include the client's technical and management team as well as IBM teams (development, account team, project office, etc.). Demonstrated ability to work with a group of peers. Will be responsible for initiating monthly calls to review open issues and service activity reports. Technical representative may also provide clients information on pervasive problems and the associated fixes (PTF’s) which resolve or circumvents the problem; this may include fixes, updates, or HIPER APARS. Participation in pager rotation is required.
Required

• High School Diploma/GED
• At least 2 years experience in Apply Problem Solving Techniques
• At least 2 years experience in Perform Customer Service Representative
• At least 2 years experience in Apply Call Handling Standards
• At least 2 years experience in Support Clients by Telephone
• At least 2 years experience in Apply Customer Satisfaction Skills
• Readiness to travel 10% travel annually
• English: Fluent

Preferred

• Bachelor's Degree
• At least 5 years experience in Apply Problem Solving Techniques
• At least 5 years experience in Perform Customer Service Representative
• At least 5 years experience in Apply Call Handling Standards
• At least 5 years experience in Support Clients by Telephone
• At least 5 years experience in Apply Customer Satisfaction Skills
• At least 1 year experience in Perform as Technical Solution Manager

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.
Job ID: GTS-0635717
Job type: Full-time Regular
Work country: USA
Position type: Professional
Work city: Knoxville,TN
Posted: 06-Feb-2014
Travel: 10% travel annually
Job area: Consulting & Services
Business group: Global Technology Services
Job category: Technical Services
Business unit: GTS HQ/Top
Job role: Customer Service Representative
Job role skillset: Client Service Center
Commissionable/Sales-Incentive jobs only: No

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