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.
Job Profile: Technical Support Associate
Degree Needed: B.E/B.Tech
Exp Needed: 0-2 years
Work Location: Bangalore
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
Apply Before the link Expires.
Apply Link-Click Here
Click Here to Download Previous Year Placement Exam Questions Papers for TCS, Infosys, Wipro, Cognizant and more along with detailed solution.
Click Here To Join Our Official Telegram group for personalized and Instant Job Updates