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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.
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)
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
Remote Fix/ Client Replaceable Unit (CRU) involvement
Depot repair involvement
On site repair involvement
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