About Company : IBM is a leading cloud platform and cognitive solutions company. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 employees serving clients in 170 countries. With Watson, the AI platform for business, powered by data, we are building industry-based solutions to real-world problems. For more than seven decades, IBM Research has defined the future of information technology with more than 3,000 researchers in 12 labs located across six continents. At IBM, work is more than a job – it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate.
Job Title : Associate Technical Support
Location : PAN India
Job Description :
- Be part of a team of technical experts, motivated 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-Pacific
- Handle complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers
- Provide remote infrastructure support delivery and performing 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 addressing concerns related to their issue or resolution
- Provide direct technical assistance to customers via phone, email, and chat
Skills :
- Awareness of basic networking concepts and technologies
- Identify basic hardware parts and aware of basic hardware concepts
- User level familiarity with at least one e-mail client – Outlook, Notes etc.
- Questioning/probing skills, as relevant to the issue and level of the caller
- See opportunity and implement process improvements
- Ability to meet a set of defined account agent productivity measurement
- Willingness to work in rotation shifts
Qualification : BE / BTech
Work Experience : 0 – 2 Year
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