IBM

9 job(s) at IBM

IBM Egypt
May 24, 2020
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 This position has responsibility for Server Solutions sales and business development. This is senior leadership role accountable for the Server Solutions sales and offerings to deliver on the multi-quarter financial performance of the brand. Working with the MEA brands and offerings teams this role provides both tactical and strategic Sales Leadership. Key Responsibilities and Goals Accountable for Server Solutions offerings, market share and multi quarter financial performance (revenue & GP) Leads Servers Solutions Business Unit Sellers / specialists community; Develops offering playbook with associated enablement for deployment across all routes to market Manage the brands plays & offerings to ensure healthy pipeline through the full year & quarter by quarter. Assesses offering performance / field feedback and competitive positioning and feedback MEA brands offering, adjusting offerings to fulfill local market dynamics and innovate new tactics to better execute on the offerings. Reports & forecast brands performance on Weekly, Monthly & Quarterly bases to MEA management. Identifies best practices and propagates them for broad adoption Responsibilities / Skills / Objectives Extensive Servers / Systems Infrastructure sales expertise including:o Solution selling both HW & SW experience o Strategic business development, offerings and plays o RTM, channel programs & management system Multi-cultural sales experience working with and through a highly matrixed organization Extensive senior sales experience, able to travel 25-50% time. Strong Server sales / offerings / business development experience Collborative influence required across all business units, essential for success in this role will be the engagement and support of Channel, S&D & Cloud. Innovation is key factor - a leader who can implement innovative ways to differentiate IBM sales from that of our competitors Strong client relationship skills. Required Technical and Professional Expertise At least 7 years experience using IBM internal and external sales tools Offering Management Training/Experience At least 3 years Channel Experience The ideal candidate is inquisitive and demonstrates strong business acumen, has a strong entrepreneurial spirit, and a passion for the business. Demonstrated written and oral communication skills are a must, with the ability to manage diverse and complex discussions, and the ability to influence senior BU and Geo level executives MBA or advanced technical degree Social selling experience Preferred Technical and Professional Expertise . About Business Unit IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world's most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing. Your Life @ IBM What matters to you when you're looking for your next career challenge? Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities - where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust - where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible. Impact. Inclusion. Infinite Experiences. Do your best work ever. About IBM IBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries. Location Statement For additional information about location requirements, please discuss with the recruiter following submission of your application. 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, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
IBM Egypt
May 24, 2020
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 This position has responsibility for Server Solutions sales and business development. This is senior leadership role accountable for the Server Solutions sales and offerings to deliver on the multi-quarter financial performance of the brand. Working with the MEA brands and offerings teams this role provides both tactical and strategic Sales Leadership. Key Responsibilities and Goals Accountable for Server Solutions offerings, market share and multi quarter financial performance (revenue & GP) Leads Servers Solutions Business Unit Sellers / specialists community; Develops offering playbook with associated enablement for deployment across all routes to market Manage the brands plays & offerings to ensure healthy pipeline through the full year & quarter by quarter. Assesses offering performance / field feedback and competitive positioning and feedback MEA brands offering, adjusting offerings to fulfill local market dynamics and innovate new tactics to better execute on the offerings. Reports & forecast brands performance on Weekly, Monthly & Quarterly bases to MEA management. Identifies best practices and propagates them for broad adoption Responsibilities / Skills / Objectives Extensive Servers / Systems Infrastructure sales expertise including:o Solution selling both HW & SW experience o Strategic business development, offerings and plays o RTM, channel programs & management system Multi-cultural sales experience working with and through a highly matrixed organization Extensive senior sales experience, able to travel 25-50% time. Strong Server sales / offerings / business development experience Collborative influence required across all business units, essential for success in this role will be the engagement and support of Channel, S&D & Cloud. Innovation is key factor - a leader who can implement innovative ways to differentiate IBM sales from that of our competitors Strong client relationship skills. Required Technical and Professional Expertise At least 7 years experience using IBM internal and external sales tools Offering Management Training/Experience At least 3 years Channel Experience The ideal candidate is inquisitive and demonstrates strong business acumen, has a strong entrepreneurial spirit, and a passion for the business. Demonstrated written and oral communication skills are a must, with the ability to manage diverse and complex discussions, and the ability to influence senior BU and Geo level executives MBA or advanced technical degree Social selling experience Preferred Technical and Professional Expertise . About Business Unit IBM Systems helps IT leaders think differently about their infrastructure. IBM servers and storage are no longer inanimate - they can understand, reason, and learn so our clients can innovate while avoiding IT issues. Our systems power the world's most important industries and our clients are the architects of the future. Join us to help build our leading-edge technology portfolio designed for cognitive business and optimized for cloud computing. Your Life @ IBM What matters to you when you're looking for your next career challenge? Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities - where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust - where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible. Impact. Inclusion. Infinite Experiences. Do your best work ever. About IBM IBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries. Location Statement For additional information about location requirements, please discuss with the recruiter following submission of your application. 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, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
IBM Cairo, Al Qahirah, Egypt
May 23, 2020
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 ​The IBM Cloud&Cognitive Partner Ecosystem Leader has the responsibility of building the channel ecosystem for software offerings in Egypt. He/she will be required to identify the right partners that can promote IBM in the Egypt market, help them to build sales and technical skills in order to understand customers challenges and propose/implement the right solutions He/She will be responsible of building a business plans with partners, closely follow the plan execution, use local and regional IBM resources and put the right enablement plan allowing the partner to execute. He/She will also act as the partner advocate within IBM and seek help and support required the partner to become successful, expectation from the candidate will be around the below points. Performs as the central point to pull together the elements of a complete partner successful operation. Identifies and establishes ongoing relationships within the partner ecosystem influencers to ensure their participation in successful, cost effective achievement of sales objectives. Cooperates with IBM Distributors to secure incremental support to Business Partners. Clearly articulates IBM strategy and offerings, advises partners on the latest industry trends and technology solutions, and recommends IBM products, services and solutions that solve the business problem. Identifies a clear business development plan with each partner and closely follow up execution and pipeline execution. Reaches to IBM Middle East and Africa and World Wide team for support required to secure partner success. Understands competitive landscape within his territory and build the right competitive attack/winback plays leveraging the partner ecosystem. Acts with integrity and business ethics in all engagements Required Technical and Professional Expertise Experience: 8+ years of experience in IT sales/business development role, preferences for roles around Information and Data Management. Education: university degree in computer science/engineering, business or equivalent Preferred Technical and Professional Expertise Experience: 10+ years of experience in IT sales/business development role, including Software Channels Management Education: university degree in computer science/engineering, business or equivalent About Business Unit IBM has a global presence, operating in more than 175 countries with a broad-based geographic distribution of revenue. The company's Global Markets organization is a strategic sales business unit that manages IBM's global footprint, working closely with dedicated country-based operating units to serve clients locally. These country teams have client relationship managers who lead integrated teams of consultants, solution specialists and delivery professionals to enable clients' growth and innovation. By complementing local expertise with global experience and digital capabilities, IBM builds deep and broad-based client relationships. This local management focus fosters speed in supporting clients, addressing new markets and making investments in emerging opportunities. Additionally, the Global Markets organization serves clients with expertise in their industry as well as through the products and services that IBM and partners supply. IBM is also expanding its reach to new and existing clients through digital marketplaces. Your Life @ IBM What matters to you when you're looking for your next career challenge? Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities - where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust - where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible. Impact. Inclusion. Infinite Experiences. Do your best work ever. About IBM IBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries. Location Statement For additional information about location requirements, please discuss with the recruiter following submission of your application. 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, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
IBM Johannesburg, Gauteng, South Africa
May 23, 2020
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 The Technical Support Services Business Leader helps to lead the growth and management of all facets of the TSS business. This requires demonstrating thought, sales and delivery leadership. Experience in managing a P&L is essential. Manage team of Sales Manager and Delivery Manager responsible for developing relationships of trust with their clients for the sale and delivery of maintenance and support solutions and services to meet/exceed key business measurements Role model, inspire teams, drive culture of sales eminence and deliver client value Proactively drive TSS business growth and management of strategic objectives, provide leadership, project team management and manage client relationships during consulting engagements Responsibility to attain MVS signings, TSS revenue, profit, expense and pti targets, develop and maintain trusted advisor relationships with clients and contribute to organizational targets Deliver value with every client experience by sustaining high level of customer satisfaction through all phases of engagement, develop high quality solutions that differentiate IBM and demonstrate innovation to the client while mitigating risk Client facing, candidate expected to establish and maintain relationships both within IBM and external clients. Evaluate client needs and communicate with executives. Demonstrate excellent written and verbal communication skills, ability to work independently with minimal supervision, confidence in addressing complex issues, readiness to employ critical thinking and exhibit professional business conduct at all times Candidate expected to be comfortable presenting to all levels and to have the gravitas to engage senior executives and decision makers. Accountable for financial success of engagements directly managed and responsible for the success of other mentored engagements. Defines scope, risk and profitability of engagements as expected by their area of practice. Responsible for closing both new and follow-on business with existing clients. Influences client satisfaction with IBM through knowledge in area of practice, ability to articulate solution value and service delivery Reports to GTS Southern Africa Director in country and and takes functional direction from MEA TSS Leader. Candidate must have knowledge and experience in providing broad points of view” across the practice area. Capable of interpreting and presenting high level business focused solutions within the Technology Support Services domain. Required Technical and Professional Expertise Bachelor's Degree Minimum 10 years experience delivering client facing IT related services Minimum 10 years experience in performing engagement management on complex IT projects. P&L management experience Experience in managing a team of Sales and Delivery Superior client communications; written/oral/presentations Readiness to travel 50% annually Preferred Technical and Professional Expertise Minimum 10 years experience delivering client facing IT related services Minimum 10 years experience in performing engagement management on complex IT projects. P&L management experience About Business Unit At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you! Your Life @ IBM What matters to you when you're looking for your next career challenge? Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities - where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust - where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible. Impact. Inclusion. Infinite Experiences. Do your best work ever. About IBM IBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries. Location Statement For additional information about location requirements, please discuss with the recruiter following submission of your application. Being You @ IBM Affirmative Action and/or EE candidates will be given first preference as per our employment equity strategies.
IBM Johannesburg, Gauteng, South Africa
May 22, 2020
Full Time
Introduction Client satisfaction will be your ultimate goal in this role. As a customer service representative, you will be on the front line serving our customers. You'll be the technical resource and point person interacting with clients, vendors, and senior management, to identify and resolve complex technical problems. If solving problems and helping others succeed excites you, let's talk! Your Role and Responsibilities You Will spend the majority of time receiving inbound enquiries (telephonic, web and email) in a call centre environment. Will resolve a portion of these queries and forward the highly complex calls to the appropriate second level support team. Will take ownership of and closes the loop on that query thereby ensuring customer satisfaction. Responsibilities: The Technical Support Representative must provide excellent customer service. The task is responsible for handling internet and telephone based customer queries from IBM employees in Europe. Timely resolution of critical customer requests to ensure IBM business continuity is required. First Contact resolution rate of 80 % is required, in other words, the Technical Support Representative should resolve 80% of their inbound requests themselves. The Technical Support Representative has to ensure their full commitment to customer SLA's and KPI's. The Technical Support Representative should have a desire to develop knowledge on client applications such as Lotus Notes, Windows Operating Systems, LAN/WAN networks and TCP/IP connectivity, Printing solutions, Main frame applications, Global Web architecture, Microsoft etc. The CSR also handles hardware related queries related to desktops and think Pads. The CSR must manage their time to meet SLA's on problem updates and ACD targets. The Technical Support Representative must work as part of a team and escalate issues where necessary to the Team Subject Matter Expert or Team Leader ensuring the group as a whole maintains ownership of the customer's query at all times. Problem determination and recording of accurate details on all incoming queries and problems is required. Record accurate details of all actions taken when performing call/queue management The Technical Support Representative deals with both technical and non-technical people at all levels within the organisation they support and uses acquired knowledge to assist other members of staff. The CSR plays an active part in the induction of new members of staff. TheTechnical Support Representative plays an active and important part in improving quality. The Technical Support Representative ensures that department policy is adhered to (e.g. ISO processes, ITCS 300 guidelines, virus control, clean desk policy etc). Undertake internal and external training as required. The Technical Support Representative continuously strives to improve technical ability. The Technical Support Representative MUST ensure that Aux Work Codes are used accurately. The Technical Support Representative must adhere to the monthly schedules as provided by the team leader. The Technical Support Representative must adhere to scheduled times for break, lunch and off-phone time. The Technical Support Representative must ensure that all users are kept fully up-to-date on the progression of their problem. The Technical Support Representativemust liaise with the Subject matter Expert team and the Problem and Change Management team members as required Required Technical and Professional Expertise Fluent in Dutch/German Language Preferred Technical and Professional Expertise Experience as a Service Desk Agent About Business Unit At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you! Your Life @ IBM What matters to you when you're looking for your next career challenge? Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities - where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust - where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible. Impact. Inclusion. Infinite Experiences. Do your best work ever. About IBM IBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries. Location Statement For additional information about location requirements, please discuss with the recruiter following submission of your application. Being You @ IBM Affirmative Action and/or EE candidates will be given first preference as per our employment equity strategies.
IBM Johannesburg, Gauteng, South Africa
May 22, 2020
Full Time
Introduction Client satisfaction will be your ultimate goal in this role. As a customer service representative, you will be on the front line serving our customers. You'll be the technical resource and point person interacting with clients, vendors, and senior management, to identify and resolve complex technical problems. If solving problems and helping others succeed excites you, let's talk! Your Role and Responsibilities You Will spend the majority of time receiving inbound enquiries (telephonic, web and email) in a call centre environment. Will resolve a portion of these queries and forward the highly complex calls to the appropriate second level support team. Will take ownership of and closes the loop on that query thereby ensuring customer satisfaction. Responsibilities: The Technical Support Representative must provide excellent customer service. The task is responsible for handling internet and telephone based customer queries from IBM employees in Europe. Timely resolution of critical customer requests to ensure IBM business continuity is required. First Contact resolution rate of 80 % is required, in other words, the Technical Support Representative should resolve 80% of their inbound requests themselves. The Technical Support Representative has to ensure their full commitment to customer SLA's and KPI's. The Technical Support Representative should have a desire to develop knowledge on client applications such as Lotus Notes, Windows Operating Systems, LAN/WAN networks and TCP/IP connectivity, Printing solutions, Main frame applications, Global Web architecture, Microsoft etc. The CSR also handles hardware related queries related to desktops and think Pads. The CSR must manage their time to meet SLA's on problem updates and ACD targets. The Technical Support Representative must work as part of a team and escalate issues where necessary to the Team Subject Matter Expert or Team Leader ensuring the group as a whole maintains ownership of the customer's query at all times. Problem determination and recording of accurate details on all incoming queries and problems is required. Record accurate details of all actions taken when performing call/queue management The Technical Support Representative deals with both technical and non-technical people at all levels within the organisation they support and uses acquired knowledge to assist other members of staff. The CSR plays an active part in the induction of new members of staff. TheTechnical Support Representative plays an active and important part in improving quality. The Technical Support Representative ensures that department policy is adhered to (e.g. ISO processes, ITCS 300 guidelines, virus control, clean desk policy etc). Undertake internal and external training as required. The Technical Support Representative continuously strives to improve technical ability. The Technical Support Representative MUST ensure that Aux Work Codes are used accurately. The Technical Support Representative must adhere to the monthly schedules as provided by the team leader. The Technical Support Representative must adhere to scheduled times for break, lunch and off-phone time. The Technical Support Representative must ensure that all users are kept fully up-to-date on the progression of their problem. The Technical Support Representativemust liaise with the Subject matter Expert team and the Problem and Change Management team members as required Required Technical and Professional Expertise Fluent in Dutch/German Language Preferred Technical and Professional Expertise Experience as a Service Desk Agent About Business Unit At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you! Your Life @ IBM What matters to you when you're looking for your next career challenge? Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities - where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust - where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible. Impact. Inclusion. Infinite Experiences. Do your best work ever. About IBM IBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries. Location Statement For additional information about location requirements, please discuss with the recruiter following submission of your application. Being You @ IBM Affirmative Action and/or EE candidates will be given first preference as per our employment equity strategies.
IBM Johannesburg, Gauteng, South Africa
May 22, 2020
Full Time
Introduction Client satisfaction will be your ultimate goal in this role. As a customer service representative, you will be on the front line serving our customers. You'll be the technical resource and point person interacting with clients, vendors, and senior management, to identify and resolve complex technical problems. If solving problems and helping others succeed excites you, let's talk! Your Role and Responsibilities You Will spend the majority of time receiving inbound enquiries (telephonic, web and email) in a call centre environment. Will resolve a portion of these queries and forward the highly complex calls to the appropriate second level support team. Will take ownership of and closes the loop on that query thereby ensuring customer satisfaction. Responsibilities: The Technical Support Representative must provide excellent customer service. The task is responsible for handling internet and telephone based customer queries from IBM employees in Europe. Timely resolution of critical customer requests to ensure IBM business continuity is required. First Contact resolution rate of 80 % is required, in other words, the Technical Support Representative should resolve 80% of their inbound requests themselves. The Technical Support Representative has to ensure their full commitment to customer SLA's and KPI's. The Technical Support Representative should have a desire to develop knowledge on client applications such as Lotus Notes, Windows Operating Systems, LAN/WAN networks and TCP/IP connectivity, Printing solutions, Main frame applications, Global Web architecture, Microsoft etc. The CSR also handles hardware related queries related to desktops and think Pads. The CSR must manage their time to meet SLA's on problem updates and ACD targets. The Technical Support Representative must work as part of a team and escalate issues where necessary to the Team Subject Matter Expert or Team Leader ensuring the group as a whole maintains ownership of the customer's query at all times. Problem determination and recording of accurate details on all incoming queries and problems is required. Record accurate details of all actions taken when performing call/queue management The Technical Support Representative deals with both technical and non-technical people at all levels within the organisation they support and uses acquired knowledge to assist other members of staff. The CSR plays an active part in the induction of new members of staff. TheTechnical Support Representative plays an active and important part in improving quality. The Technical Support Representative ensures that department policy is adhered to (e.g. ISO processes, ITCS 300 guidelines, virus control, clean desk policy etc). Undertake internal and external training as required. The Technical Support Representative continuously strives to improve technical ability. The Technical Support Representative MUST ensure that Aux Work Codes are used accurately. The Technical Support Representative must adhere to the monthly schedules as provided by the team leader. The Technical Support Representative must adhere to scheduled times for break, lunch and off-phone time. The Technical Support Representative must ensure that all users are kept fully up-to-date on the progression of their problem. The Technical Support Representativemust liaise with the Subject matter Expert team and the Problem and Change Management team members as required Required Technical and Professional Expertise Fluent speak and write in Dutch/German Preferred Technical and Professional Expertise Experience as a Service Desk Agent About Business Unit At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you! Your Life @ IBM What matters to you when you're looking for your next career challenge? Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities - where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust - where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible. Impact. Inclusion. Infinite Experiences. Do your best work ever. About IBM IBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries. Location Statement For additional information about location requirements, please discuss with the recruiter following submission of your application. Being You @ IBM Affirmative Action and/or EE candidates will be given first preference as per our employment equity strategies.
IBM Johannesburg, Gauteng, South Africa
May 22, 2020
Full Time
Introduction Client satisfaction will be your ultimate goal in this role. As a customer service representative, you will be on the front line serving our customers. You'll be the technical resource and point person interacting with clients, vendors, and senior management, to identify and resolve complex technical problems. If solving problems and helping others succeed excites you, let's talk! Your Role and Responsibilities You Will spend the majority of time receiving inbound enquiries (telephonic, web and email) in a call centre environment. Will resolve a portion of these queries and forward the highly complex calls to the appropriate second level support team. Will take ownership of and closes the loop on that query thereby ensuring customer satisfaction. Responsibilities: The Technical Support Representative must provide excellent customer service. The task is responsible for handling internet and telephone based customer queries from IBM employees in Europe. Timely resolution of critical customer requests to ensure IBM business continuity is required. First Contact resolution rate of 80 % is required, in other words, the Technical Support Representative should resolve 80% of their inbound requests themselves. The Technical Support Representative has to ensure their full commitment to customer SLA's and KPI's. The Technical Support Representative should have a desire to develop knowledge on client applications such as Lotus Notes, Windows Operating Systems, LAN/WAN networks and TCP/IP connectivity, Printing solutions, Main frame applications, Global Web architecture, Microsoft etc. The CSR also handles hardware related queries related to desktops and think Pads. The CSR must manage their time to meet SLA's on problem updates and ACD targets. The Technical Support Representative must work as part of a team and escalate issues where necessary to the Team Subject Matter Expert or Team Leader ensuring the group as a whole maintains ownership of the customer's query at all times. Problem determination and recording of accurate details on all incoming queries and problems is required. Record accurate details of all actions taken when performing call/queue management The Technical Support Representative deals with both technical and non-technical people at all levels within the organisation they support and uses acquired knowledge to assist other members of staff. The CSR plays an active part in the induction of new members of staff. TheTechnical Support Representative plays an active and important part in improving quality. The Technical Support Representative ensures that department policy is adhered to (e.g. ISO processes, ITCS 300 guidelines, virus control, clean desk policy etc). Undertake internal and external training as required. The Technical Support Representative continuously strives to improve technical ability. The Technical Support Representative MUST ensure that Aux Work Codes are used accurately. The Technical Support Representative must adhere to the monthly schedules as provided by the team leader. The Technical Support Representative must adhere to scheduled times for break, lunch and off-phone time. The Technical Support Representative must ensure that all users are kept fully up-to-date on the progression of their problem. The Technical Support Representativemust liaise with the Subject matter Expert team and the Problem and Change Management team members as required Required Technical and Professional Expertise Fluent in Dutch/German Language Preferred Technical and Professional Expertise Experience as a Service Desk Agent About Business Unit At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you! Your Life @ IBM What matters to you when you're looking for your next career challenge? Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities - where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust - where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible. Impact. Inclusion. Infinite Experiences. Do your best work ever. About IBM IBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries. Location Statement For additional information about location requirements, please discuss with the recruiter following submission of your application. Being You @ IBM Affirmative Action and/or EE candidates will be given first preference as per our employment equity strategies.
IBM Johannesburg, Gauteng, South Africa
May 22, 2020
Full Time
Introduction Client satisfaction will be your ultimate goal in this role. As a customer service representative, you will be on the front line serving our customers. You'll be the technical resource and point person interacting with clients, vendors, and senior management, to identify and resolve complex technical problems. If solving problems and helping others succeed excites you, let's talk! Your Role and Responsibilities You Will spend the majority of time receiving inbound enquiries (telephonic, web and email) in a call centre environment. Will resolve a portion of these queries and forward the highly complex calls to the appropriate second level support team. Will take ownership of and closes the loop on that query thereby ensuring customer satisfaction. Responsibilities: The Technical Support Representative must provide excellent customer service. The task is responsible for handling internet and telephone based customer queries from IBM employees in Europe. Timely resolution of critical customer requests to ensure IBM business continuity is required. First Contact resolution rate of 80 % is required, in other words, the Technical Support Representative should resolve 80% of their inbound requests themselves. The Technical Support Representative has to ensure their full commitment to customer SLA's and KPI's. The Technical Support Representative should have a desire to develop knowledge on client applications such as Lotus Notes, Windows Operating Systems, LAN/WAN networks and TCP/IP connectivity, Printing solutions, Main frame applications, Global Web architecture, Microsoft etc. The CSR also handles hardware related queries related to desktops and think Pads. The CSR must manage their time to meet SLA's on problem updates and ACD targets. The Technical Support Representative must work as part of a team and escalate issues where necessary to the Team Subject Matter Expert or Team Leader ensuring the group as a whole maintains ownership of the customer's query at all times. Problem determination and recording of accurate details on all incoming queries and problems is required. Record accurate details of all actions taken when performing call/queue management The Technical Support Representative deals with both technical and non-technical people at all levels within the organisation they support and uses acquired knowledge to assist other members of staff. The CSR plays an active part in the induction of new members of staff. TheTechnical Support Representative plays an active and important part in improving quality. The Technical Support Representative ensures that department policy is adhered to (e.g. ISO processes, ITCS 300 guidelines, virus control, clean desk policy etc). Undertake internal and external training as required. The Technical Support Representative continuously strives to improve technical ability. The Technical Support Representative MUST ensure that Aux Work Codes are used accurately. The Technical Support Representative must adhere to the monthly schedules as provided by the team leader. The Technical Support Representative must adhere to scheduled times for break, lunch and off-phone time. The Technical Support Representative must ensure that all users are kept fully up-to-date on the progression of their problem. The Technical Support Representativemust liaise with the Subject matter Expert team and the Problem and Change Management team members as required Required Technical and Professional Expertise Fluent in Dutch/German Language Preferred Technical and Professional Expertise Experience as a Service Desk Agent About Business Unit At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's a unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you! Your Life @ IBM What matters to you when you're looking for your next career challenge? Maybe you want to get involved in work that really changes the world? What about somewhere with incredible and diverse career and development opportunities - where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust - where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible. Impact. Inclusion. Infinite Experiences. Do your best work ever. About IBM IBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries. Location Statement For additional information about location requirements, please discuss with the recruiter following submission of your application. Being You @ IBM Affirmative Action and/or EE candidates will be given first preference as per our employment equity strategies.