.**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!**Your Role and Responsibilities**Call Handle Function is staffed 365 days a year, 24 X 7. Supporting U.S.Call Handle (CH) provides support for service requests that have not automatically assigned in the Call Management tool used globally. It is the role of the CH agent to quickly (within 15 mins) to take action on any unassigned service request or message. CH's goal is to assign the service request within 30 mins. These are targets only since outside factors, such as Service Support Representative availability, SSR training or even disaster impacts to the area of coverage and tool failures could have an impact on CH's ability to complete the action. They are responsible for updating call management tool with all actions taken in response to the activities.2nd shift: 3pm-11pm - 24/7**Required Technical and Professional Expertise**Contact customers to confirm service requirements on Severity 3 & 4 service requests during off-shift.Interfaces with the Duty Manager on Severity 1 & 2 service requests which are about to miss service levels, customer call-backs, customers requiring duty manager assistance or any high focus account which service level in jeopardy. - 1st level of escalationInterfaces with the Service Delivery Managers or Team Leads for 2nd level of escalation. They will provide timely updates to the manager on the disposition of the service request.Agents should have good written and verbal English skills**Preferred Technical and Professional Expertise**N/A**About Business Unit**At 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!Are you craving to learn more? Prepared to solve some of the world's most unique challenges? And ready to shape the future for millions of people? If so, then it's time to join us, express your individuality, unleash your curiosity and discover new possibilities.Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change - to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone