Job Description
Over the past 100 years, IBMers all over the globe have helped make the world work better and smarter. In this new era of Cognitive Business, IBM is helping to reshape industries by bringing together our expertise in Cloud, Analytics, Security, Mobile, and the Internet of Things: Changing how we create, collaborate, analyze and engage. From transforming healthcare to improving the retail shopping experience – it’s what IBMers do. In Africa, we’ve been changing the way the continent does business for more than 50 years, and as our company continues to grow, we’re looking for talented professionals to join us in this new era.
Join us and be part of a diverse and global team of thinkers and doers, and make an impact.
This role advises and guides the customer regarding the use of a broad range of products, offerings, and services. Following a standard call flow and problem handing processes (scripted or not scripted), they verify entitlement, perform problem determination, resolve and close the problem, or route the incident record to the appropriate level of support. Using technical resources and tools, they support the customer by answering questions and responding to customer requirements. They utilize their product, technology, industry and/or services skills to identify problems which may be related to product installation, update, configuration, operations or performance. They guide the customer, advising on potential resolutions and their implementation, and play a key role in overall customer satisfaction. The employee uses judgment in choosing the task/routine.
Required Technical and Professional Expertise
Experience in several main activities and working knowledge of interrelated activities. Awareness of department activities.
Communication/Negotiation:
Exchanges general business, customer technical information. Seeks or gives explanations and verifies comprehension.
Problem Solving:
Use specialized tools, techniques, procedures to identify, understand, and resolve various job-related problems. May recommend adjustments or improvements to established.
Contribution/Leadership:
Responsible for a variety of tasks within well established procedures.
May set work schedules individually, or as a team member.
Activities are subject to general instruction or direction.
Provides practical assistance.
Impact on Business/Scope:
Accountable for individual results and for the impact of the results on the team and on interrelated activities.
Preferred Tech and Prof Experience
None
EO Statement
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.
