Desktop Support Technician Job in Beaverton, Oregon US

Job description
Seterus, Inc. is seeking a Desktop Support Technician who will be responsible for addressing a variety of inquiries or requests for service from customers, IBM personnel or Business Partners that are the result of an inbound or outbound telephone call or communication via electronic mail or the Internet. Services provided by the Advisory TeleServices Representative may include, but are not limited to, the following: General inquiry support, service delivery support, education enrollment assistance, business partner service, data base management and telemarketing support.

This position performs several interrelated activities that deliver the primary service provided by the business function. The Advisory TeleServices Representative has knowledge and experience in using a variety of specialized tools and procedures to address the requester's need and often provides guidance to less experienced TeleServices Representatives in their use. Primary measurement is customer satisfaction with the handling of the transaction. Handles non-complex to moderately complex inbound requests for information about IBM products, services or personnel received via telephone, fax, e-mail or other means. May initiate outbound contact via telephone or electronically to customers for the purpose of developing sales opportunities or verifying and capturing customer information and requirements. Trains and coaches less experienced TeleServices Representatives as required. Processes and checks status on customer requests (e.g., product service, course enrollment). Uses variety of tools on workstation, host system and the Internet to handle more complex customer requests. Assumes additional responsibilities as assigned.

Essential Functions
Citrix, Lotus Notes, Maximo, ATT Dialer, and hardware/software installation and configuration.

Skills

Environment:
Requires skills in communications, computer technology, telephone operation, customer support and call handling procedures. Displays working knowledge of IBM organization and IBM products and services. Understands call center operations and is aware of activities of team members and other departments in call center.

Communication/Negotiation:
Regular daily contact with customers. Requires listening and questioning skills that support identification of need, delivery of explanation, and verification of comprehension. Understands and accurately responds to requests for assistance. equires command of verbal communications, especially in use of grammar, articulation, diction, speech and general business knowledge.

Problem Solving:
Uses specialized tools and procedures to identify, understand and resolve various customer problems. May recommend improvements to established processes or procedures.

Contribution/Leadership:
Works within well established procedures to handle a variety of customer requests as assigned. May provide guidance to less experienced department members. Follows established work schedule set individually or by team. Activities are subject to general instruction.

Impact on Business/Scope:
Accountable for individual contribution to attainment of customer satisfaction and other business objectives. Accountable for impact of individual contribution on team.

Required

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.