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. To lead in this new era of technology and solve some of the world's most challenging problems.
Your Role and Responsibilities
The Customer Service department in Wrocław is a multicultural and multilingual environment where employees support major international clients with all IT requests in different languages in 24/7 service!
Handle any frontline technical queries and fix or log them appropriately accurately reflecting content of the call
Be available to receive any new calls at start of shift
Ensure consistent productivity and quality of service
Maintain customer satisfaction
Ensure that all tickets are logged and assigned according to the account's procedures
Handle and assist second level teams with problem determination
Escalate queries when required to appropriate personnel
Minimize outbound call duration and quantity
Monitor ticket queues
Apply end to end ticket and call handling expectations of account
Escalate any issues as soon as they arise to the appropriate contact
Identify knowledge management gaps and drive closure
Trainings and certifications
Motivating multicultural environment gaining exposure to many areas of the business across the IBM Wroclaw Site
Opportunity to work in one of Europe's emerging markets (Poland)
Private medical package and insurance package
Good to be an IBMer discounts
Cinema & trips for IBMers
Summer camps for children
Required Technical and Professional Expertise
Italian - Very good in writing and speech
High communication skills, customer attitude
Willingness to learn
Responsiveness and flexibility, teamwork skills, high motivation, learning skills
24/7 shift environment ( home office during night shifts and weekends after probation period ) if required
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 @ IBMWhat 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 IBMIBM'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 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.