Your Role and ResponsibilitiesCall Handle Function is staffed 365 days a year, 24/7.Supporting either the US, Canada, Mexico, and/or South American countries.Supports service requests that have not automatically been assigned in the Call Management tool used globally.Quickly (within 15 minutes) act on any unassigned service request or message.Goal to assign the service request within 30 minutes.Responsible for updating call management tool with all actions taken in response to the activities.Contact customers to confirm service requirements on Severity 3 & 4 service requests during off-shift.Interface with the Duty Manager on Severity 1 & 2 service requests which are about to miss service levels.Provide timely updates to the manager on the disposition of the service request.IntroductionClient 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!Required Technical and Professional Expertise2 – 4 years experience in customer service.Proficiency in English and native fluency in written and spoken Spanish.Flexibility in working on different shifts is a key requirement for this role.Excellent communication and problem-solving skills.Detail-oriented, strong work ethic, and organized.Required EducationBachelor's DegreeAbout Business UnitIBM Systems helps IT leaders think differently about their infrastructure. 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.Being You @ IBMIBM 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, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics.Country/RegionMexicoState / ProvinceJaliscoCity / Township / VillageGuadalajaraIBM Business GroupInfrastructurePrimary job categoryTechnical SpecialistEmployment TypeFull-TimeContract typeRegularCompany(0390) IBM de Mexico Comercializacion y Servicios#J-18808-Ljbffr