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Technical Support Associate

3.00 to 8.00 Years   Bangalore   17 Aug, 2021
Best Infosystems Ltd
Job LocationBangalore
EducationNot Mentioned
SalaryNot Disclosed
IndustryIT - Software
Functional AreaTechnical Support / Helpdesk
EmploymentTypeFull-time

Job Description

Your Role and ResponsibilitiesAs 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.
Posting CountryIndiaState / ProvinceKARNATAKACity / Township / VillageBangaloreTravel RequiredNo TravelPosition TypeEarly ProfessionalRequired EducationBachelors DegreeRequired Technical and Professional Expertise
  • Minimum of up to 3 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.
Preferred Technical and Professional ExperienceAbility to work well in a fast-paced environmentAwareness of basic networking concepts and technologiesAbility to meet a set of defined account agent productivity measurementWillingness to work in shifts as neededYou love collaborative environments that use agile methodologies to encourage creative design thinking and find innovative ways to develop with cutting edge technologiesAmbitious individual who can work under their own direction towards agreed targets/goals and with creative approach to workIntuitive individual with an ability to manage change and proven time managementProven interpersonal skills while contributing to team effort by accomplishing related results as neededUp-to-date technical knowledge by attending educational workshops, reviewing publications

Keyskills :
troubleshootingactive directorycustomer relationstechnical supportnetworking

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