Ай Би Ем България ЕООД

Fix Entitlement Agent with English and Second Language
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
Our center:
The Client Innovation Center is the newest and largest IBM center in Sofia, Bulgaria. It is a hub of global importance for the company, operating in a 24×7 environment for support activities and hosting a wide range of auxiliary services and professionals. 5 years into operation, the Center now provides end-to-end IT services covering some of the biggest world markets –US, Canada, Europe, Australia and New Zealand.
The role:
Do you want to work in a team where friendship between colleagues is a must?
Where the atmosphere in the office is always friendly and full of positive energy?
Where you will feel as a part of a family?
If the answer is YES, then you are welcome to apply and to join our Fix Entitlement Team.

The Fix Entitlement Agent provides services and support to internal and external customers of the Fix Central IBM Portal. Customers, who experience entitlement issues with their hardware (HW) or software (SW) products and/or wish to pursue with special Bid agreements.
The core activity involves receipt of customer issues by e-mail or other electronic application, investigating and resolving the issue and responding back to the client in a timely and efficient manner. Issues must be resolved quickly and accurately to maintain customer satisfaction whilst protecting IBM interest.


Communicate with customer via e-mail, answer questions and manage customer situation and exception problems.
Monitor queues with customer inquiries in order to validate customer entitlement.
Respond to customer requests promptly and efficiently to ensure a positive experience by providing a resolution of the case.
Direct client issues to different departments and next levels of support responsible for resolving the relevant issues whenever needed.
Take responsibility and ownership for the relevant customer queries.
Perform other related tasks and activities as directed by management.
Positive management of internal relationships.
Willingness to help achieving team performance targets by supporting the Fix Entitlement Family.
Please, note that the position requires 24/7 support of our customers. The successful candidate will work on a summarized working hours schedule including night, weekend shifts and working on national holidays.

Required Technical and Professional Expertise

1-year experience in working in the area of customer support.
Relevant High school or University degree.
Strong user knowledge of MS Office.
Fluency in English and one of the following languages: German, Italian, French, Spanish, Portuguese.
Excellent communication skills.
Excellent organizational skills.
Good analytical and problem-solving skills.
Ability to work within a team.
Ability to produce Good documentation.
Focused & Results orientated.
Able to prioritize and organize.

Preferred Technical and Professional Expertise

Relevant High school / University degree, ideally in Information Technology is considered as advantage.
Additional foreign languages are considered as advantage.
Изисквания към кандидата

Езикови познания:
Английски език

Трудов опит:

Ние предлагаме

Вид заетост:
Пълен работен ден

Срок на заетост:

ИТ и Компютърни специалисти
Населено място:
Гр. София
Ай Би Ем България ЕООД
Фирма/Организация Директно търсеща служители
Детайли за организацията:
Повече информация за Ай Би Ем България ЕООД може да получите ТУК
Внимание: Некоректни потребители публикуват обяви на импулсни телефони започващи с 0481, 0871, 0881, 0890, 0891, 0900.

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