Technical Support Associate | IBM | Bangalore, KA

February 18, 2021

783

Job description:

IBM India is conducting an interview for the post of Technical Support Associate.

Job duties & responsibilities:

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. With over 100 years in technology, IBM has built a strong reputation of quality service and this role ensures we continue to deliver on that promise. If you enjoy helping people with technical issue, you’ll love your career at IBM.

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.

Job requirements:

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.