Business Partner Helpdesk Specialist- English

The Partner World Contact Services Team (PWCS) is the first and single point of contact for IBMs Business Partners by phone, fax and e-mail across the Asia Pacific (AP) region. The PWCS Business Partner Helpdesk Specialist provides advice on Business Partner programs, websites, tools and registration. The Business Partner Helpdesk Specialist will also undertake administrative activities such as updating profiles, resetting passwords and entitling pre-sales technical requests, as well as outbound call activities, such as welcome calls for new Business Partners, Business Partner profiling and marketing of new events or promotions to Business Partners. (3) Duties Performed (in order of importance) Act as first point of contact for IBM Business Partners throughout AP by phone, fax and e-mail by:  Handling all customer (Business Partner) enquiries  Providing Business Partners with advice on IBM Business Partner programs, program websites, tools and registration processes.  Undertaking administrative activities such as updating profiles, resetting passwords and entitling pre-sales technical requests  Undertaking outbound call activities such as welcome calls to new Business Partners, profiling calls to find out more about Business Partners and marketing calls to advise Business Partners of a new event or promotion. (4) Span N/A (5) Reporting Relationship This position reports to the PWCS Service Delivery Manager (6) Relationship to Other Jobs This position works in conjunction with IBM Partner World Contact Services representatives in AP, IBM Business Partners in AP, and other AP Business Partner Hub teams in Brisbane, including Software Acquisition & Channels and AP Business Partner Lead Desk. (7) Machines, Tools and Equipment Used IBM Desktop machine Lotus Notes Intranet and Internet MS Office suite Lotus Office suite (8) Working Conditions  Office environment  Working hours are 7.5 hours per day, totalling 37.5 hours per week  Work hours are between 6:00am and 9.30pm.  May be required to work on Australian public holidays to cover business needs across AP Skills and Abilities Mandatory:  Proven advanced customer service skills  Demonstrated ability to communicate in both formal and informal business environments in order to communicate with all employees of the APDC, with key IBM contacts in the Asia Pacific region and with contractors and visitors  Initiative, problem solving and decision making skills  Ability to understand and follow detailed processes and manage process exceptions  Ability to be team oriented whilst working individually  Ability to work towards individual and team performance targets  A team focused outlook  Flexibility in a changing work environment and in a multi-tasking role  Demonstrated ability to work in a multicultural work environment  Advanced skills in MS Word, MS Excel and MS PowerPoint to author reports, spreadsheets and presentations  Demonstrated ability to manage one’s work time and prioritise work tasks
Required
High School Diploma/GED At least 1 year experience in Customer Service English: Fluent
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.

Business Partner Helpdesk Specialist- English