Agent Sr.

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences. Role Purpose The Level 2 Customer Service Representative provides advanced support for more complex consumer inquiries, technical issues, and escalations within a telecommunications environment. This role serves as a higher‑skilled resource capable of resolving issues that Level 1 agents cannot address, ensuring customer satisfaction and maintaining service quality. The Level 2 representative acts as a subject‑matter resource, supports process improvements, and may assist in mentoring or guiding Level 1 staff.

Key Responsibilities • Handle advanced, complex, or escalated customer interactions that require deeper product knowledge or higher technical proficiency. • Provide expert support by troubleshooting telecommunication products, services, and technical issues. • Serve as a point of escalation for Level 1 representatives, offering guidance or taking ownership of challenging cases. • Maintain expert‑level knowledge of telecom systems, tools, policies, and procedures. • Provide accurate, timely resolution of inquiries while ensuring compliance with customer data privacy and security standards. • Use multiple systems, applications, and screens simultaneously to diagnose and resolve advanced issues. • Create detailed documentation for escalated cases and identify trends that may impact operations. • Support continuous improvement by providing feedback on processes, customer pain points, and system issues. • Assist with onboarding support, knowledge sharing, or mentoring for Level 1 team members as required. • Consistently meet or exceed service level metrics, including quality, accuracy, and productivity targets. • GED, High School Diploma, or equivalent; post‑secondary education preferred. • Minimum 3 years of customer service experience, with at least 1 year in a telecom, technical support, or escalation role. • Advanced communication abilities, including strong written, verbal, analytical, and listening skills. • Demonstrated ability to handle escalations, complex problem solving, and high‑stress interactions. • High technical proficiency with the ability to troubleshoot software, telecom products, and digital tools. • Proficiency with Microsoft Office applications including CoPilot. • Experience navigating multiple systems and tools simultaneously with high accuracy. • Strong attention to detail and ability to produce quality documentation. • Experience using GenAI tools to support research, documentation, and customer guidance. • Previous Level 2 experience in a contact center, telecom, or technical support environment. • Experience with mentoring, case coaching, or peer support. • Familiarity with telecom billing systems, network troubleshooting, or product configuration. Philippines Enterprise Operations Hybrid Professional QUEZON CITY, PH (0856) IBM Business Services