Support Center Representative

IBM Middle East

Cairo, Egypt

Ref: RP805-1856

Job description / Role

Employment: Full Time

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.

Your Role and Responsibilities

- Provides technical support and responding efficiently and accurately to customers, explaining possible solutions, and ensuring that customers feel supported and valued.
- Ensures prompt and proper resolution of customer queries by providing answers, additional information, or escalating/engaging others in the organization to provide a solution according to defined procedures.
- Assists with the maintenance and documentation of all facets of reliable, efficient, customer service.
- Works within our ticketing system to create detailed work logs and technical documentation.
- Provides assistance to all members in the use of our computer network, workstations, and equipment.
- Assists with the communications and information hardware and software, with primary responsibility for clients' devices systems, and their efficient integration.
- Provides helpdesk support, via chat through our ticketing system, for most issues related to desktop software, hardware, and peripherals.
- Provides 24-hour support for hardware and services critical to operations.
- Takes part in training and other learning opportunities to expand knowledge of the company and position.
- Understands and strives to meet or exceed metrics while providing excellent consistent customer service.
- Uses appropriate communication and documentation to inform team of important issues and information which will help improve team performance.
- Adheres to all company policies and procedures.

Requirements

Required Technical and Professional Expertise

- The role requires working from office in US Time zone.
- Fluency in English is a must.
- Basic knowledge of PC components is a plus.

Preferred Technical and Professional Expertise
N/A

About the Company

For more than six decades, IBM Middle East & Pakistan has played a vital role in shaping the information technology landscape of the region. Today, IBM is part of the region's technological fabric, solving real-world business and societal challenges, through its offices in UAE, Saudi Arabia, Qatar, Kuwait and Pakistan, and also a diversity of centers across the region.

Within the region, IBM currently has groundbreaking initiatives in cloud computing, analytics, mobile, security, as well as nanotechnology, eGovernment, healthcare and many more, collaborating with leading educational institutes and governments. IBM supports hundreds of clients to drive transformation through technology, contributes to regional research & development programs and has an active Corporate Service Corps (CSC) program.

Reinvention is a keyword in the company's history and, today, IBM is much more than a "hardware, software, services" company. IBM is now emerging as a cognitive solutions and cloud platform company.

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