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Introduction

The IBM Control Center encompasses 'non-technical client support' roles, which support the client case lifecycle through manual case creation, administrative support and exception handling.

Our team members execute various functions spanning from client case handling (through system, phone or email) and entitlement validation to dispatch of technical teams, while working with clients to manage their expectations.

The Control Center team plays a vital role in the overall technical support lifecycle as an exception handling team and works in close collaboration with the other IBM functions.

Your role and responsibilities

Operations Coordinator is the first point of contact for clients reaching out to IBM to request hardware (HW) or software (SW) service support.

Part of the core activities involve receipt of customer issues by phone or e-mail, and creation or update of either an existing HW or SW Service Request.

Operations coordinators are also monitoring an exception queue in the client service management system and have the ability to search an extended range of information sources to validate entitlement to service. The role will often require the person to investigate contract status with a range of different groups across IBM, including Sales Transaction Support (STS) and the customer account teams. . Issues must be resolved quickly and accurately in order to maintain customer satisfaction whilst protecting IBM from delivering non-contracted service.

On top, the Operations Coordinator is involved in dispatch activities by organizing onsite repair services with a direct interaction with our clients and in coordination with the Field delivery organization.

Coordinators are required to be flexible, and support the performance of other related tasks and activities as directed by Management, such as reporting and Issue escalation where necessary.

Responsibilities:

· Case processing

· Verifying clients’ entitlements

· Monitoring case statuses, managing queues and updating files

· Routing the case to the appropriate support mission

· Maintaining relationship with clients via constant updates and reports

· Coordinating dispatch activities such as onsite repairs on HW issues

· Ordering spare parts whenever required

· Vendor management

Additional information:

Please be aware that whilst the majority of work is conducted in normal business hours, we work in 24/7 shift environment, and there will be a requirement for out-of-hours work including nights, weekends, and holidays (There is a financial uplift for night shift).

Required education

High School Diploma/GED

Preferred education

Bachelor's Degree

Required technical and professional expertise

• Excellent spoken and written English language skills are essential to ensure a positive customer experience.
• Good spoken and written Dutch language skills
• Independent, self-motivated, results-orientated, focused, confident & flexible
• Able to prioritize, organize and work well within a team

Preferred technical and professional experience

Bachelor's Degree