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| Job Location | Hyderabad |
| Education | Not Mentioned |
| Salary | Not Disclosed |
| Industry | IT - Software |
| Functional Area | Technical Support / Helpdesk |
| EmploymentType | Full-time |
Technical Support AssociateYour Role andResponsibilities As Tech Support Associate, you are responsible to effectively handledifficult customer interactions and challenging customer problems withoutthe need for supervisory intervention; maintain poise and professionalismeven with very difficult and demanding customers.Responsibilities: Be part of a team of technical experts, motivated by a desire tofacilitate customers and be responsible for providing voicesupport to IBM Internal End Users and External CommercialAccount End Users across North America, EMEA and Asia-Pacific. Handling complex customer scenarios, documenting solutions,and effectively providing dependable and timely resolution to allproduct related technical issues experienced by customers Providing remote Infrastructure support delivery and performingproblem cause analysis Collaborating with fellow support colleagues and other internalorganizations to provide superior customer service Acting as a customer advocate by working directly with customerson high priority issues to deliver timely resolution and capturecustomer feedback to influence process/product improvements. Anticipating customer needs and effectively addressing concernsrelated to their issue or resolution Providing direct technical assistance to customers via phone,email, and chat.Posting Country IndiaState / Province TELANGANACity / Township /Village HyderabadTravel Required No TravelPosition Type Early ProfessionalRequired Education Bachelor's DegreeRequired Technical andProfessional Expertise Minimum of up to 3 years of experience in IT Industry Proficient to ensure customer issues are resolved in the mosttimely and effective manner possible Demonstrable ability to handle various tasks or projects withchanging priorities. Experience to utilize available time efficiently in order to achieveeffective and efficient results Hands-on expertise to assemble a complete and accurateproblem/symptom description of reported issues. Solid experience to successfully solve problems and narrow downreported issues, identify root causes, and find creative solutionsto effectively address customer concerns. Ability to identify basic hardware parts and aware of basichardware 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 levelof the caller. Find opportunity and implement process improvements Ability to empathize and work with customers in real-time toresolve issues.Preferred Technicaland ProfessionalExperienceAbility to work well in a fast-paced environment Awareness of basic networking concepts and technologies Ability to meet a set of defined account agent productivitymeasurement Willingness to work in shifts as needed You love collaborative environments that use agile methodologiesto encourage creative design thinking and find innovative waysto develop with cutting edge technologies Ambitious individual who can work under their own directiontowards agreed targets/goals and with creative approach towork Intuitive individual with an ability to manage change and proventime management Proven interpersonal skills while contributing to team effort byaccomplishing related results as needed Up-to-date technical knowledge by attending educationalworkshops, reviewing publicationsPreferred Education NoneExperience :- 3 to 8 years
Keyskills :
customer serviceinterpersonal skillstechnical supportnetworkingcustomer relationsrootdesign thinkingagileemeatroubleshootingremote infrastructuretechnical assistanceinfrastructure supportedgebasicemailcreative designactive directory