Quality Assurance Analyst

Job description

About IBM:

IBM is a global technology and innovation company. It is the largest technology and consulting employer in the world, with presence in 170 countries. The diversity and breadth of the entire IBM portfolio of research, consulting, solutions, services, systems and software, unusually distinguishes IBM from other companies in the industry.
Over the past 100 years, a lot has changed at IBM, in this new era of Cognitive Business, IBM is helping to reshape industries as diverse as healthcare, retail, banking, travel, manufacturing, and many more, by bringing together our expertise in Cloud, Analytics, Security, Mobile, and the Internet of Things. We like to say, “be essential.” We are changing how we craft. How we collaborate. How we analyze. How we engage.
Join the next generation of innovators, inventors and entrepreneurs who are crafting the very way the world works. We want the brightest minds doing work that encourages, in an environment where growth is supported. IBMers get to discover their potential, so they're encouraged to build breakthroughs that help our clients succeed. We're establishing teams with dynamic strengths with people who want their ideas to matter. Join us — you'll be proud to call yourself an IBMer.

Our culture:

IBM is committed to crafting a diverse environment and is proud to be an equal opportunity employer. You will receive consideration for employment without regard to your race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We are committed to compliance with all fair employment practices regarding citizenship and immigration status.

Business unit introduction:

IBM Global Technology Services (GTS) helps clients plan, implement and manage an efficient, resilient, flexible IT infrastructure. IBM GTS is the partner of choice for infrastructure services – be it transformational outsourcing tied to business outcomes or integrated managed services or discrete services.

Who you are:

You'll manage and provide management support to the agents who are supporting the customer inquiries and problems.

What you'll do:

·  Analyze technical issues covering Windows and Apple devices.
·  Work and communication with service desk and resolver groups and service leaders
·  Ensure that all incidents, requests and tasks on in level 2 queues are completed within SLA
·  Understand support provided by service desk
·  Ensure a high standard of customer service
·  Trouble-shooting Windows Xp, Windows 7
·  Fixing network issues (VPN, Ethernet, Wireless)
How we'll help you grow:
The Customer Service Representative (CSR) is responsible for handling information inquiries or requests about products, services or personnel received via telephone, fax, e-mail or other means, from customers, IBM personnel or business partners. Services provided may include, but are not limited to, the following: General inquiry support, service delivery support, education enrollment assistance, business partner service, data base management. They perform interrelated activities that deliver the primary service provided by the business function. They have knowledge and experience in using a few specialized tools and procedures to address the requester's needs. Primary measurement is customer satisfaction with the handling of the requests. The employee leads technical support or the business processes.

Skills:

Environment:
Experience and working knowledge in key functional processes. Awareness of business activities.

Communication/Negotiation:
Exchanges information, ideas and concepts. Requires negotiation to achieve coordination.

Problem Solving:
Use advanced technical knowledge to perform and apply new technical procedures to the business processes. May recommend improvements to existing technical procedures based on understanding of new technologies.

Contribution/Leadership:

Working individually or as a team member, may set work priorities within well established procedures and objectives.

May provide coordination of activities.

Gives technical direction. Viewed as a technical expert.

Impact on Business/Scope:

Accountable for individual results, and for the impact of the results on the team, interrelated activities, or project.
Auto req ID

310400BR
Required Education

High School Diploma/GED
Role ( Job Role )

CRM Delivery Cust Svc Rep
State / Province

HEREDIA
Primary job category

Enterprise Operations
Company

(0804) IBM Business Transformation Center, S.r.l.
Contract type

Regular
Employment Type

Full-Time
Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

GTS
Preferred Education

High School Diploma/GED
City / Township / Village

HEREDIA
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, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise

·  1 to 3 years experience in customer service and/or business process/technology support required.
·  Excellent email writing skills
·  Experience in coaching and training individuals or groups required
·  Excellent written, verbal, analytical and communication skills.
·  Demonstrated ability with the design and application of innovative ideas, developing creative solutions and motivating a team to share knowledge and complete tasks on time.
·  Technical Background and problem solving skills
·  Strong documentation skills
·  Proven ability to meet deadlines with accuracy
·  Proven ability to multi-task
·  Demonstrated ability to quickly learn new systems and processes.
·  Results Oriented
Country/Region

Costa Rica
Preferred Technical and Professional Experience

None

Secondary Job Category

Bus Outsourcing Delivery - Cust Relationship Mgmt
Eligibility Requirements

None
Position Type

Early Professional
Early Professional Track

No Track
Location Statement

For additional information about location requirements, please discuss with the recruiter following submission of your application.
New Collar Role

Yes
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 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 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!
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.