Technical Support Associate Jobs in North 24 Parganas - IBM
Technical Support Associate
IBM
0 to 3 Years 
Not disclosed 
Certificate Course (ITI), Diploma, M Phil / Ph.D, B.Com, M.Com, MA, BBA/BBM, BCA, BEd, BSc, MCA, MEd, MSc, PG Diploma, 12th Pass (HSE), Vocational Training, BFA, BSW 
Expired
Posted: 03 Jun 20
Job Description
What Will You Do..
Required Technical and Professional Expertise
- 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.
- The ability to 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.
- You ll have access to all the technical and management training courses to grow your expertise.
- 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 determine what really excites you.
- IBM is committed to crafting a diverse environment and is proud to be an equal opportunity employer.
- You will receive consideration for employment without regard to your race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
- We are committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise
- Minimum 0 to 2 years of experience in Technical Support role
- Ensure that urgent customer issues are resolved in the most timely and effective manner possible.
- Experience to work well in a fast-paced environment and demonstrable ability to handle various tasks or projects with changing priorities.
- Utilize available time efficiently in order to achieve effective and efficient results
- Demonstrate the ability to assemble a complete and accurate problem/symptom description of reported issues.
- Proven knowledge to successfully solve problems and narrow down reported issues, identify root causes, and find creative solutions to effectively address customer concerns.
- Knowledge in commercially standard software applications and major desktop operating systems .
- 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 .
Job Particulars
Education Certificate Course (ITI), Diploma, M Phil / Ph.D, B.Com, M.Com, MA, BBA/BBM, BCA, BEd, BSc, MCA, MEd, MSc, PG Diploma, 12th Pass (HSE), Vocational Training, BFA, BSW
Who can apply Freshers and Experienced (0 to 3 Years )
Hiring Process Face to Face Interview
Employment TypeFull Time
Job Id937719
Job Category Diploma , Tech Support
Locality Address
State West Bengal
Country India
About Company
IBM
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