Remote Monitoring Support Representative (German speaking)

Introduction
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!

The Client Innovation Center Zagreb is one of the strategic IBM Centers for global delivery of Technology Support Services to clients worldwide. Our teams deliver extraordinary client experience and ensure that client businesses are moving forward by combining skills and our best technical solutions with client needs.
The center is located in the City Plaza complex reachable easily by public transportation and offering a variety of content including cafes restaurants shops as well as a fitness center and kindergarten.

Your Role and Responsibilities

As a Remote Monitoring Support Representative you will be the primary client contact for technical support on a range of electro-mechanical banking equipment including ATMs kiosks cash recyclers and printers. Working with users or using tooling you log incidents and carry out initial problem determination resolving issues where possible and routing particular cases to other support teams or service partners for further actions. In your daily work you will communicate with professionals (branch employees technicians etc.) no end-customer support is needed.

Responsibilities:

• Ensure stable operation and operational quality for the client with proactive/real time ATM monitoring and reporting/tracking of contractual SLAs (service level agreements) utilizing customer specific workflow control
• Daily review of Incidents and administrative tasks
• Create and manage service tickets
• Provide assistance to client partners suppliers and IBM personnel verbally and via email
• Perform remote problem determination and problem source identification utilizing tools procedures maintenance packages and processes.
• Contribute to maintain and improve client satisfaction.
• Recommend changes to monitoring rules/software tools procedures maintenance packages and processes.
• Monitor product/account performance on specific platforms.
• Articulate IBM’s service delivery and technical support methodology.
• Timely response and resolution of technical escalations within agreed service levels.
• Develop technical skills to ensure highest standards of support capability.
• Analyse and resolve hardware/operating systems/systems management related problems
• Be responsible for the ownership and technical resolution of a customer problem.

The job might require flexible schedule to ensure 24×7 support operations. This means that the work is organised in shifts which sometimes includes work on weekends in late shifts or night shifts. On weekends in night and late shifts the possibility of working from home is provided.

What we offer:
* Company-paid training and certifications
* Access to countless trainings and certification offerings
* Career development and participation in buddy/ mentor/ coach- me programs
* A knowledge sharing culture
* Competitive compensation package
* Working with top professionals in an international environment
* Diverse job role structure giving opportunities for growth within the team
* Hybrid working model
* Recognition awards
* Additional health coverage
* Transportation allowance
* Additional vacation days

Required Technical and Professional Expertise

• Ability to effectively execute a logical remote problem determination process and work accurately under pressure
• Highly customer focused with good communication and negotiation skills
• Flexible and able to learn new skills through self-study in addition to formal training
• Good team working skills and ability to work with minimum supervision
• Fluency in both English and German language with main focus on German language

Preferred Technical and Professional Expertise

• Experience working in a remote support centre is an advantage
• Knowledge/experience of ATM (or similar – eg printers retail POS kiosks ticketing machines etc) hardware software and operating systems is an advantage
• Knowledge of ATM or comparable electro-mechanical modules networking connectivity and typical fault finding/remote problem determination is an advantage
• Working knowledge of Windows PC hardware/firmware/operating system/application is an advantage