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Computer and IT | ENGINEERING

JOB POST: Fresh Graduates as Technical Support Associate at IBM, Bangalore: Applications Open

International Business Machines Corporation is an American multinational technology company headquartered in Armonk, New York. It was founded in 1911 in Endicott, New York as the Computing-Tabulating-Recording Company and was renamed “International Business Machines” in 1924.
A Technical Support Representatives at IBM is a front-line position supporting our products and making sure they are at their best for our customers.

Role and Responsibilities

As Tech Support Associate, you are responsible to effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention; maintain poise and professionalism even with very difficult and demanding customers.

  • 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.
  • Handling complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers
  • Providing remote Infrastructure support delivery and performing problem cause analysis
  • Collaborating with fellow support colleagues and other internal organizations to provide superior customer service
  • Acting 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.
  • Anticipating customer needs and effectively addressing concerns related to their issue or resolution
  • Providing direct technical assistance to customers via phone, email, and chat.
Required Technical and Professional Expertise
  • Minimum 0-2 years of experience in IT Industry
  • Proficient to ensure customer issues are resolved in the most timely and effective manner possible
  • Demonstrable ability to handle various tasks or projects with changing priorities.
  • Experience to utilize available time efficiently in order to achieve effective and efficient results
  • Hands-on expertise to assemble a complete and accurate problem/symptom description of reported issues.
  • Solid experience to successfully solve problems and narrow down reported issues, identify root causes, and find creative solutions to effectively address customer concerns.
  • Ability to identify basic hardware parts and aware of basic hardware concepts
  • Experience in 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.
  • Find opportunity and implement process improvements
  • Ability to empathize and work with customers in real-time to resolve issues.
Preferred Technical and Professional Expertise
  • Ability to work well in a fast-paced environment
  • Awareness of basic networking concepts and technologies.
  • Ability to meet a set of defined account agent productivity measurement
  • Willingness to work in shifts as needed
  • You love collaborative environments that use agile methodologies to encourage creative design thinking and find innovative ways to develop with cutting edge technologies
  • Ambitious individual who can work under their own direction towards agreed targets/goals and with creative approach to work
  • Intuitive individual with an ability to manage change and proven time management
  • Proven interpersonal skills while contributing to team effort by accomplishing related results as needed
  • Up-to-date technical knowledge by attending educational workshops, reviewing publications
  • Working knowledge in commercially standard software applications and major desktop operating systems
  • Proven Time management and prioritization skills.
How to Apply?

Interested applicants can apply for the post through this link.
For more details, click the link below.

Technical Support Associate at IBM, Bangalore

 

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