Technical Support Associate (Voice)
Qualification: Any Graduate/Diploma
Exp: 6months – 3yrs
Job Description: Provide Technical solutions to the external customers
“Providing Voice & E-Mail Technical Help Desk Services support to IBM Internal End Users and External Commercial Account End Users across North America, Cananda, EMEA & AP.
“Min 6 months of relevant experience in the mentioned skill areas
-Awareness of basic networking concepts and technologies.
-Proficient in network connectivity troubleshooting, TCP/IP, Dial-up, Token Ring, Ethernet, LAN/WAN
-Understanding of operating systems, Windows 2000/NT/XP ¿ configuration options and Troubleshooting
-Browser Support – Internet Explorer
-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.
-Has technical experience and skills in the areas of problem determination, creativity and analysis.
-Receives incoming calls from customers and creates incident record or updates existing record.
-Very strong computer skills required to be the initial call handling person who will perform problem cause analysis, resolve routine customer problems and/or more complex problems, and resolve routing and customer problems all within set criteria.
-Ability to meet a set of defined account agent productivity measurements.
-Be able to identify opportunity for, and implement process improvements.
-Customer Service Skills
-Communications : verbal and written
-Advanced soft skills and call control as appropriate for an internal corporate IT helpdesk.
-Possesses strong customer service skills with ability to balance technical support, written / oral communication and customer satisfaction.
-Questioning skills- probing skills, as relevant to the issue and level of the caller ”
- Must have good command over English
- Fluency, Vocabulary and pronunciation.
- Must have basic knowledge of Computer and operating systems
- Must be willing to work in Shifts
Wok Location: Bengaluru/Bangalore
Company Name: IBM India Pvt Limited
Walk-in Date: 21st April 2012
IBM India Pvt Ltd,
3rd floor, Pine Valley, Embassy Golf Links, Inner Ring road,