IBM jobs - Business Analyst - Support Center Agent

Introduction
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
As a Business Analyst – Support Agent professionals to you will be responsible in handling the phone calls, emails, live chat messages and support tickets. Also, you will be responsible to handle simple queries inquiries to complex support questions and complaints.

Responsibilities: - (But not limited to)

As a Business Analyst - Support Center Agent you will involve in below responsibilities;

• Managing large amounts of calls and emails in a timely manner.
• Following support center “scripts” when handling different topics.
• Identifying customers' needs, clarify information, research every issue and providing solutions.
• Keep records of all conversations in our database in a comprehensible way.
• Meet personal/team qualitative and quantitative targets.

IBM Global Procurement focuses on rapid support for our clients. We seek to solve their problems and act with speed to ensure success. Our Direct, Indirect, Transformation, and Operations Procurement teams serve all brands for IBM, and perform procurement services for exterior clients. We create value by managing cost, risk, delivering on-time, and continuously identifying ways to improve our clients' satisfaction and support their strategies.



Required Technical and Professional Expertise

• Minimum of 1- 2 years of experience in customer support (via., Phone calls, email, live chat, etc)
• The ability to listen intently to customers as they describe their difficulties pairs nicely with clear communication skills
• Active listening helps ensure no important details are lost throughout the exchange
• Effective problem-solving typically centers on an agent’s ability to reason in the moment. An agent’s ability to then act on their own ideas can be enhanced with increased autonomy on the job
• Keeping conversations clear and productive helps both in resolving clients’ issues as well as making a good impression
• Basic knowledge of procurement applications and Procurement cycle

Preferred Technical and Professional Expertise

• Must be a self-starter, good team player and an effective problem-solver, ambitious; able to work independently
• Proven Analytical and communication capabilities with strong ownership and accountability

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.


Your Life @ IBM
What 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 IBM
IBM’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 Statement
For additional information about location requirements, please discuss with the recruiter following submission of your application.


Being You @ IBM
IBM 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.