COMPLETE Remote Technical Representative with Spanish

Introduction
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.
Our continuing mission is to ensure our customer's clients have access to the best possible customer care and expertise in the resolution of their hardware issues. The team is providing services for one of the biggest device manufacturers worldwide.

Your Role and Responsibilities
Your role:

In this role, you'll work in our IBM Client Innovation Center (CIC), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world.​ These centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.

The Technical Support team is directly responsible for delivering best-in- class support to our customers. In this role you will be performing remote troubleshooting to accurately diagnose reported problems within the client portfolio (notebooks, desktops, tablets and monitors).

Client satisfaction will be your ultimate goal. As a Remote Technical Representative, you will be on the front line serving our customers. You'll be the technical resource and point person interacting with clients, vendors, and senior management, to identify and resolve complex problems.

Your Responsibilities:

• Communication with customer via phone, chat, online ticketing portal and email
• Remote Take Over, Problem Determination/ Problem Source Identification and Action plan Creation
• Keep the customer updated about problem resolution progress and trigger the appropriate service delivery method
• Advises & educates customers through a combination of experience & guideline documentation to ensure a solution to their technical issues.
• Escalation to manufacturer and different departments, monitoring own ‘open case’ workload and driving resolution

In Return:

• Company-paid training and certifications
• Work in a team with leading specialists
• Company support for home office equipment
• Competitive remuneration package
• Diverse job role structure giving opportunities for growth
• Hybrid working model with flexibility to work from home on a regular basis
• A workplace in an open, friendly hi-tech environment
• Recognition awards
• Special offers and discounts/ corporate badge program
• Referral bonus program

Required Technical and Professional Expertise

• Fluent English
• Fluent Spanish
• Client Focus
• Team player
• MS Office skills

Preferred Technical and Professional Expertise

• Previous experience with client servicing
• Previous call center experience
• Hardware technical background will be considered as advantage