DirecciónYour Role and Responsibilities
The RTS (Remote Technical Support) CSA team lead will provide Remote Technical Support assistance to the client’s store associates and other employees. You will be supporting a large variety of equipment both IBM and non-IBM.Your responsibilities will include receiving and recording incident related information, using a variety of tools, techniques, and procedures, and selecting appropriate actions to resolve problems. You will initially provide “Generalist” level support to Retail stores, Customer offices and Warehouses. Advancement to Level 1 support will be achieved based on performance and capability. You will provide solutions for fault situations encountered in each of the above locations. You will be trained on a variety of tools and knowledge systems that you will use to assist in problem isolation and cause along with resolution options. You will engage additional levels of support or field services as required to aid resolution. You will handle voice calls and e-mail communications with the client to a high level of quality.
You will want to contribute in a positive way towards the achievement of performance targets in all aspects of the team’s activities as well as demonstrating a willingness to execute additional task as and when required.
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.Required Technical and Professional Expertise
- Advanced English
- Office 360
- Excel
- Metrics & KPI's
Preferred Technical and Professional Experience
- Agile methodologies
- Monday.com
- Mural
- Experience leading team
- Action plan implementation
Other Relevant Job Details
For additional information about location requirements, please discuss with the recruiter following submission of your application.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.Wonder if IBM is the one for you?
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?
