686878BR

Introduction

The Multi-vendor Services (MVS) customer service representative (CSR) is responsible for handling information inquiries or requests about products, services, or personnel received via telephone, e-mail, or other means, from customers, IBM personnel, or business partners and may include the IBM logo attached devices to OEM products.

The scope of the specialty covers the breadth of CSR needs as required by MVS accounts.

Services provided may include but are not limited to, the following: General inquiry support, service delivery support, education enrollment assistance, business partner service, and database management.

You perform interrelated activities that deliver the primary service provided by the business function. You have knowledge and experience in using a few specialized tools and procedures to address the requester's needs. The primary measurement is customer satisfaction with the handling of the requests.

Your Role and Responsibilities

This role provides remote troubleshooting and analysis assistance, usage, and configuration questions. Provide answers for general usage and operation questions. Provide problem determination/problem source Identification. Review diagnostic information to assist in the isolation of a problem cause (which could include, assistance interpreting traces and dumps). Identify known defects and fixes to resolve problems. Provide assistance on supported product known defects for which available corrective service information and program fixes are available. Identify suspected defects and engage development teams to assist in resolution. Assist with questions regarding product documentation related to the supported products. Collaborate with other support centers and business units to provide seamless problem resolution. Demonstrate proficiency in the hardware and software platform supported by maintaining applicable technical certifications. Provide technical support service delivery within established guidelines; demonstrating soft skills and technical skills that contribute to client satisfaction. Demonstrate excellent oral and written communication skills. The position may require industry certification and skills training requirements.

In addition, this role provides project support through ownership and management of project documentation and facilitation of project team communications. A Project Manager / Administrator sets up the project control book, enters data, tracks issues, and changes, produces status reports, and handles financial and procurement transactions. You support general contract management through asset management, audit readiness, financial process support, issues management, measurements reporting, project plan execution, and, where applicable, requests for service. You work under the direction of the Delivery Manager to assist in driving projects to successful completion.

Required Technical and Professional Expertise

Filed services, KPIs, CX management, Project admin, Lenovo PC, Lenovo ISG

Preferred Technical And Professional Expertise

Filed services, KPIs, CX management, Project admin, Lenovo PC, Lenovo ISG

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.

Location Statement

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

Being You @ IBM

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, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.