Sunday, March 8, 2015

IBM Hiring as Technical Support Associate

IBM is hiring for technical support associate. Please find details below:
Job Role : Technical Support Associate

Eligibility : Bachelor's Degree
Experience : 0 - 4 Years
Job Location : Bangalore
Job Role:
You will be involved in Providing Voice & E-Mail support to IBM Internal End Users and External Commercial Account End Users across North America, EMEA & AP.
The job will require you to handle inbound calls / emails / chats regarding technical issues for end users.

Job Responsibilities:
Remote Infrastructure support delivery.
Perform problem cause analysis.
Resolve routine customer problem.
Ability to Identify Opportunity & Implement Process Improvements.

Has MAC/iOS (Apple Support) technical experience and skills in the areas of problem determination, creativity, analysis and fixing end user issues.
Ability to meet a set of defined account agent productivity measurements.
Have detailed understanding of service desk environment, roles and responsibilities.
Understands customer service skills and ensures a high standard of customer service on all calls/transactions.
Ensures Incidents, requests and tasks in queues are completed within agreed/specific time scales.
Demonstrate time management, multi tasking ability and organizational skills.
Resolve routine customer IT problem MAC based.

Skills Required:
Ability to identify basic hardware parts and aware of basic hardware concepts.
User level familiarity with at least one e-mail client - Outlook, Notes etc.
Skilled in commercially standard software applications and major desktop operating systems.
Awareness of basic networking concepts and technologies.
Questioning skills /probing skills, as relevant to the issue and level of the caller.
Fluent Communication skills.
Experience in iOS/Mac support - OS issues, Mail Configuration, Setting up network, Calendar, General iOS / Mac break fix issues.
Ability to identify basic hardware parts and aware of basic hardware concepts.
Proven computer skills required.
Working in shifts is a mandate. Candidates applying and selected for the job will be expected to work in shifts - including evening and night shifts. Shifts will 24x7 in nature and can vary depending on geographies supported.
Proven oral and written communication skills.
Customer service orientation skills.

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