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Technical Support Agent

  • Type Job
  • Degree Bachelor
  • Location Groningen, NetherlandsGroningenNLGroningen
  • Posted
  • Start date -
  • Deadline -
  • Full-time job
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IBM provides worldwide MultiVendor remote Technical Support Services and General Product Support for PC volume products (Desktops, Laptops & Tablets). 

Responsibilities & Tasks: 

The technical agent in the support center is responsible to run the client communication via phone or email, entitles the customer for a special service, delivers the problem determination or problem source identification, creates an action plan, keeps the customer updated about problem resolution progress and triggers the appropriate service delivery method (Fix on Phone, Customer Replaceable Unit, Onsite Service).

In detail the agent performs the following tasks to drive resolution of clients' service requests.

Non-Technical tasks: 

Call take, Lenovo clients directly call the center to report with a service request 

Call Entry, machine identification, entitlement 

Routing / escalation to Lenovo if needed 

Handling of client complaints 

Live chat/ problem determination chat 

Handling other client service requests (f.i. Damage & refund) 

Process administration 

Create daily CE planning 

Call tracking and monitoring 

Voice and email client update communication

Technical Tasks in regard to PC products:

Standard Resolution Process 

Problem Determination/ Problem Source Identification 

Usage of test equipment & remote tools 

Action plan Creation 

Problem management 

Remote Fix/ Client Replaceable Unit (CRU) involvement 

Depot repair involvement 

On site repair involvement

Vereiste professionele en technische expertise

  • High client empathy 
  • Understanding client needs and priorities 
  • Good Communication Skills 
  • Ability to coordinate multiple tasks 
  • Good Team Working Skills 
  • Fluent Dutch in speaking and writing 
  • Good English in speaking and writing 
  • Flexible and productive working style 
  • Self motivated and driven individual
  • Motivated to participate in education opportunities to grow skills 
  • Basic Technical PC skills

Favoriete professionele en technische expertise

  • Technical education degree

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