Posted by IBM The International Business Machines Corporation is an American multinational technology company headquartered in Armonk, New York, with operations in over 170 countries.
Technical Support Associate
Job Description:
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.
Handle complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers
Provide remote infrastructure support delivery and performing problem cause analysis
Collaborate with fellow support colleagues and other internal organizations to provide superior customer service
Act 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.
Anticipate customer needs and effectively addressing concerns related to their issue or resolution
Provide direct technical assistance to customers via phone, email, and chat.
You will come with…
The ability to effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention; maintains poise and professionalism even with very difficult and demanding customer.
How we’ll help you grow:
You’ll have access to all the technical and management training courses to grow your expertise.
You’ll learn directly from expert developers in the field; our team leads love to mentor.
You have the opportunity to work in many different areas to determine what really excites you.
Required Technical and Professional Expertise
Minimum 0 to 2 years of experience in Technical Support role
Ensure that urgent customer issues are resolved in the most timely and effective manner possible.
Experience to work well in a fast-paced environment and demonstrable ability to handle various tasks or projects with changing priorities.
Utilize available time efficiently in order to achieve effective and efficient results
Demonstrate the ability to assemble a complete and accurate problem/symptom description of reported issues.
Proven knowledge to successfully solve problems and narrow down reported issues, identify root causes, and find creative solutions to effectively address customer concerns.
Knowledge in commercially standard software applications and major desktop operating systems.
Preferred Technical and Professional Expertise
Awareness of basic networking concepts and technologies.
Identify basic hardware parts and aware of basic hardware concepts
User level familiarity with at least one e-mail client – Outlook, Notes etc.
Questioning/probing skills, as relevant to the issue and level of the caller
See opportunity and implement process improvements
Ability to meet a set of defined account agent productivity measurement
Willingness to work in rotation shifts.
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