IBM Recruitment 2021 For Technical Support Associate | Bachelor’s Degree
Job Title: Technical Support Associate
Qualification: Bachelor’s Degree
Work Experience: 0 – 2 Year
- 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.
- 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.