Support Analyst Jobs in Bangalore - IBM
Job Description
Your Role and Responsibilities
The eCare Squad delivers excellent end-user support services to clients worldwide for DSW applications. We provide support by collaborating with global team members. As an Analyst, you will help resolve client/end-user issues and evaluate the nature and criticality of the problem. You will collaborate in the determination of the root cause - and in cases involving other partners - coordinate activities with other support teams - ultimately ensuring client satisfaction acting at all times as the client/end-user advocate.
eCare is part of the Sales and Marketing Domain, and specifically the Digital and Software Commerce Sub-domain (DSC). The issues that are received can be via email, chat messages, phone or Automated systems and are most frequently related access requests, quote errors, calculation, stuck orders, entitlements and a host of other issues.
Responsibilities:
Required Technical and Professional Expertise
Preferred Technical and Professional Expertise
The eCare Squad delivers excellent end-user support services to clients worldwide for DSW applications. We provide support by collaborating with global team members. As an Analyst, you will help resolve client/end-user issues and evaluate the nature and criticality of the problem. You will collaborate in the determination of the root cause - and in cases involving other partners - coordinate activities with other support teams - ultimately ensuring client satisfaction acting at all times as the client/end-user advocate.
eCare is part of the Sales and Marketing Domain, and specifically the Digital and Software Commerce Sub-domain (DSC). The issues that are received can be via email, chat messages, phone or Automated systems and are most frequently related access requests, quote errors, calculation, stuck orders, entitlements and a host of other issues.
Responsibilities:
- Be the customers advocate for resolution – represent them to the wider IBM organisation
- Ability to multi-task and work under tight schedules
- Articulate customer insight to highlight functionality that can be improved. Follow through on any enhancement requests by creating work intake & business case.
Provide Month and Quarter-end support as required
Required Technical and Professional Expertise
- Minimum 5+ years of experience
- Proven ability in problem troubleshooting, analysis and solution definition across different time-zone on demand
- Ability to work in ever-changing environment and to work across functions to drive prioritization and manage resolutions that are required from other departments/squads.
- Proficient to work independently on client issues and interlock people from other departments like L3, Sales, and etc
- Ability to learn new features usage/design, then to explain product features to clients effectively and succinctly
- Validated client facing skills and
- Expertise as a SME, gather feedback on enhancements, educate your colleagues, be a “go to” person on the team for the more complex questions that your colleagues may be unable to answer
- End-user/Customer Facing experience an significant advantage
Preferred Technical and Professional Expertise
- Advantage to have one or more of the following:
- business analyst background, or support background
- Customer Facing experience
- Knowledge of SAP and Salesforce Service Cloud
- Proven verbal and written skills in English and related interpersonal skills
- 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
Job Particulars
Role it software engineer
Who can apply Freshers and Experienced (0 to 3 Years )
Hiring Process Face to Face Interview
Employment TypeFull Time
Job Id1037449
Job Category IT/Software , BSc/BCA/BBM
Locality Address
State Karnataka
Country India
About Company
International Business Machines Corporation (IBM) is an American multinational information technology company headquartered in Armonk, New York, with operations in over 170 countries. The company began in 1911, founded in Endicott, New York, as the Computing-Tabulating-Recording Company (CTR) and was renamed 'International Business Machines' in 1924.
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