IBM Technical Agent Bilingual German English 

Croatia, Zagreb 

32598827

Your Role and Responsibilities

The Technical agent in the support center is responsible to provide end to end (E2E) technical support to clients through handling client inquiries via phone calls, e-mail and chat.

In detail the agent performs the following tasks and drives E2E client resolution by service request:

Non-Technical tasks:

· Regular communication with clients (via phone, chat and e-mail)

· Call Entry

· Machine identification and warranty entitlement

· Routing/ escalation to manufacturer/ sales if needed

· Handling technical pre-sales information requests

· Damage & refund requests handling

· Handling of client complaints

· Other client service requests handling

· Call tracking and monitoring

Technical tasks:

· Problem determination/ problem source identification

· Remote takeover session handling and part identification

· Standard resolution processing and action plan creation

· Repair request creation

· Problem management

· Usage of test equipment & remote tools

What we offer:
* Company-paid training and certifications
* Access to countless trainings and certification offerings
* Career development and participation in buddy/ mentor/ coach- me programs
* A knowledge sharing culture
* Competitive compensation package
* Working with top professionals in an international environment
* Diverse job role structure giving opportunities for growth within the team
* Hybrid working model
* Recognition awards
* Additional health coverage
* Transportation allowance
* Additional vacation days

Required Technical and Professional Expertise

• Client focused
• Fluency in German and English – both verbal and written
• Good Communication and Team Working Skills
• Ability to coordinate multiple tasks, flexible and productive working style
• Self motivated and driven individual
• Strong rigor and autonomy

Preferred Technical and Professional Expertise

• Previous client handling/facing experience is an advantage
• Previous call center experience is an advantage
• IT background / interest in IT area is an advantage