Tech. Support Executive

Job Description

Broad Responsibilities/Major Deliverables: Provide technical telephone assistance to geographically dispersed clients of IBM GSA that may use a wide variety of systems applications. Responsible to ensure that all the queries for the customers across the globe regarding any of the products for LotusLive is answered and any issue pertaining to them is resolved either by them or by engaging L2 support as and when required.Qualifications: Essential : Bachelors Degree or equivalent (10 2 3)Desirable : Graduation preferable in IT stream*Special Comments : B.E. / B. Tech. / MCA can be hired, up to a max limit of 30 PERCENT hiring, Special Training (if Any) - Advanced Computer skills-Computer diploma (6 months )**-Good knowledge of basic networking skills-Good knowledge of operating Systems ** Not mandatory for Candidates with Tech. Qualifications like BCA, BIT, MCA, B.E., B. Tech. etc, Desirable : Computer diploma (12 months )/Comp TIA A A or NET/ CISCO CCNA certifiedExperience: Essential - Exposure to BPO Industry. At least 18 months of Contact Centre experienceDesirabe - 6 months of Help Desk experienceDomain Specific Skillsets Excellent Communication skills (Verbal & written) Good Comprehension & Listening abilities (Oral comprehension, Oral expression) Troubleshooting analysis Critical thinking Strong Logical / Analytical skills Strong customer service orientation Ability to multi-task Eye for detailsKnowledge English Language including meaning and spelling of words, rules of composition and grammar Proficiency with Computers Good knowledge of operating systems and basic networking skillsAttributes Ability to handle pressure situations, Resilience & Flexibility, Learning and knowledge enhancement, Drive & Persistence, Interpersonal Skills and Teamwork Willing to work in Shifts

Keyskills :
bpo customer service orientation support executive technical support inbound process communication skills