IBM Freshers Recruitment As Technical Support Associate For B.E/B.Tech

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About the Company: IBM Global Technology Services (GTS) helps clients plan, implement and manage an efficient, resilient, flexible IT infrastructure. IBM GTS is the partner of choice for infrastructure services – be it transformational outsourcing tied to business outcomes or integrated managed services or discrete services.

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Job Profile: Technical Support Associate

Degree Needed: B.E/B.Tech

Exp Needed: 0-2 years

Work Location: Bangalore



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Who you are:

As a Technical Support Associate you will be part of the technical experts driven by a desire to facilitate customers and be responsible for providing voice support to IBM Internal End Users and External Commercial Account End Users across North America, EMEA and Asia-Pac. . 

What you’ll do: 

The job will require you to handle inbound calls / emails / chats regarding technical issues for end users –

  • Complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers
  • Remote Infrastructure support delivery
  • Perform problem cause analysis
  • Collaborate with fellow support colleagues and other internal organizations to provide superior customer service
  • Act as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.
  • Anticipate customer needs and effectively address concerns related to their issue or resolution
  • Effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention; maintains poise and professionalism even with very difficult and demanding customer
  • Provide direct technical assistance to customers via phone, email, and chat.

How we’ll help you grow:

  • You’ll have access to all the technical and management training courses you need to become the expert you want to be
  • You’ll learn directly from expert developers in the field; our team leads love to mentor
  • You have the opportunity to work in many different areas to figure out what really excites you

Required Technical and Professional Expertise:

  • 0 to 2 years of experience with proven communication skills
  • Ensure that urgent customer issues are resolved in the most timely and effective manner possible.
  • Ability to work well in a fast paced environment
  • Proven ability to manage multiple tasks or projects with changing priorities.
  • Time management and prioritization skills.
  • Utilize available time efficiently in order to achieve effective and efficient results
  • Ability to capture a complete and accurate problem/symptom description of reported issues.
  • Ability to successfully troubleshoot and narrow down reported issues, identify root causes, and find creative solutions to effectively address customer concerns.
  • Ability to listen to and work with customers in real-time to resolve issues.
  • Knowledge in commercially standard software applications and major desktop operating systems.

Preferred Tech and Prof Experience

  • Awareness of basic networking concepts and technologies.
  • Ability to identify basic hardware parts and aware of basic hardware concepts
  • User level familiarity with at least one e-mail client – Outlook, Notes etc.
  • Questioning skills /probing skills, as relevant to the issue and level of the caller.
  • Open to work in shifts.
  • Ability to identify opportunity and implement process improvements
  • Ability to meet a set of defined account agent productivity measurement


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