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IBM Call Handle Agent (CHA) in Guadalajara, Mexico


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

Call Handle Function is staffed 365 days a year, 24 X 7, Supporting U.S.Call Handle (CH) provides support for service requests that have notautomatically assigned in the Call Management tool used globally. It is the roleof the CH agent to quickly (within 15 mins) to take action on any unassignedservice request or message. CH's goal is to assign the service request within 30mins. These are targets only since outside factors, such as Service SupportRepresentative availability, SSR training or even disaster impacts to the area ofcoverage and tool failures could have an impact on CH's ability to complete theaction. They are responsible for updating call management tool with all actionstaken in response to the activities.Contact customers to confirm service requirements on Severity 3 & 4 servicerequests during off-shift.Interfaces with the Duty Manager on Severity 1 & 2 service requests which areabout to miss service levels, customer call-backs, customers requiring dutymanager assistance or any high focus account which service level in jeopardy. -1st level of escalationInterfaces with the Service Delivery Managers or Team Leads for 2nd level ofescalation. They will provide timely updates to the manager on the disposition ofthe service request.Agents should have good written and verbal English skills

Required Technical and Professional Expertise

Demonstrated experience in Customer Service on call

Ability to independently own and manage an initiative

Demonstrated problem-solving and analytics skills

Ability to work with customers and previous experience working with customers

Agents must have good written and verbal English skills

Preferred Technical and Professional Expertise


About Business UnitAt 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 @ IBMAre you craving to learn more? Prepared to solve some of the world's most unique challenges? And ready to shape the future for millions of people? If so, then it's time to join us, express your individuality, unleash your curiosity and discover new possibilities.

Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change - to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.

It's time to define your career.

About IBMIBM's greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we're also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it's time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBMIBM 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, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.