.**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 (CH) provides support for service requests that have not automatically assigned in CROSS, the Call Management tool used in North America. 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 CROSS with all actions taken in response to the activities.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.Call Handle/Dispatch Function is staffed 365 days a year, 24 X 7. Supporting U.S. and Canada (North America)**Required Technical and Professional Expertise**Ability to independently own and manage an initiativeDemonstrated problem-solving and analytics skillsAbility to work with customers and previous experience working with customersDemonstrated experience in Support Caenter on callAgents must have good written and verbal English skillsExcellent customer service**Preferred Technical and Professional Expertise**None**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.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