Job Information

IBM Customer Service Representative - Technical Support in Santiago, Chile


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

  • Second-level (advanced) support for field engineers attending failure events in our set of clients

  • Attention in the field (in customer facilities or data centers) when the situation requires it.

  • Manage and supervise the field support service delivered to multiple clients with compromised SLAs, provide management reports and incidents to the local account team

  • Preparation and design of Root Cause Analysis (RCA) to be delivered to clients

  • Participate in the interlock and escalation of critical situations to the equipment manufacturer

  • Participate in technical meetings in multiple clients, carry out the control of activities and cross projects.

  • Participate and actively lead in Severity 1 and 2 incidents.

  • Participate with the pre-sale teams to show new solutions and services to customers that allow new sales or growth in current accounts to materialize.

Required Technical and Professional Expertise

  • Bachelor's degree in Systems Engineering or related

  • Cisco CCNA Certification

  • Cisco CCNP Certification (desirable)

  • Certification in Networking brands (Fortinet, Checkpoint, Palo Alto, F5 etc) (desirable)

  • Advanced English level

Preferred Technical and Professional Expertise


About Business UnitAt 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!

Your Life @ IBMWhat 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 IBMIBM'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.

Location StatementFor additional information about location requirements, please discuss with the recruiter following submission of your application.

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, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.