IBM - Hiring Freshers & Experienced for Technical Support Associate | Bachelor's Degree | Apply Now

Technical Support Associate

Your 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.
Responsibilities:

• 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.

If you thrive in a dynamic, collaborative workplace, IBM provides an environment where challenged and inspired every single day. And if you relish the freedom to bring creative, thoughtful solutions to the table, there's no limit to what you can accomplish here. Join us and Do your Best Work Ever.
We wish you great success in your career and encourage you to bring your best self to work with IBM.


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.

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