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Introduction

The IBM Control Center encompasses 'non-technical client support' roles, which support the client case lifecycle through manual case creation, administrative support and exception handling.

Our team members execute various functions spanning from client case handling (through e-mail, phone or system) and entitlement validation to resource management/dispatch of technical team, while working with clients to manage their expectations.

The Control Center team plays a vital role in the overall technical support lifecycle as an exception handling team and works in close collaboration with the other IBM functions.


Your role and responsibilities

Operations Coordinator is the first point of contact for customers raising hardware or SW service requests with IBM.  The core activity involves receipt of customer issues by phone, e-mail, and creation or update of either a HW or SW Service Request.

Operations coordinators will monitor an exception queue in the client service management system and have the ability to search an extended range of information sources to validate entitlement to service.  Issues must be resolved quickly and accurately in order to maintain customer satisfaction whilst protecting IBM from delivering non-contracted service.

The role will often require the person to investigate contract status with a range of different groups across IBM, including Sales Transaction Support (STS) and the customer account teams.

Operations coordinators are also vital part of dispatch prosses and have the responsibility to schedule appointments with clients, to order parts and dispatch technicians based on the Clients’ preferences.  

Coordinators are required to be flexible and support the performance of other related tasks and activities as directed by Management, such as reporting and Issue escalation where necessary. 

 

Responsibilities:

•    Call processing  

•    Verifying customer entitlements

•    Monitoring incidents statuses, managing queues and updating files

•    Routing the call record to the appropriate provider of Service

•    Maintaining relationship with customer via constant updates and reports

•    Scheduling appointments with clients   

•    Parts ordering  

•    Dispatching of technicians

 

Additional information: 

Please be aware that whilst the majority of work is conducted in normal business hours, we work in 24/7 shift environment, and there will be a requirement for out of hours work including nights, weekends and holidays (There is a financial uplift for night shift).

Required education
High School Diploma/GED
Preferred education
Bachelor's Degree
Required technical and professional expertise

•    Excellent spoken and written French language skills are essential to ensure a positive customer experience (CEFR grade B2 or C1)   

•    In addition, all candidates must have an excellent standard of spoken and written English as the working and social language of the call center 

•    Independent, self-motivated, results orientated, focused, confident & flexible 

•    Able to prioritize, organize and work well within a team 


Preferred technical and professional experience
  •  Bachelor's Degree 

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.

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Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.


Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.


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ABOUT IBM

IBM’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.

OTHER RELEVANT JOB DETAILS

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