Your Role and Responsibilities

As a Tech Support Associate, you will be responsible for effectively managing difficult customer interactions and challenging customer problems without the need for supervisory intervention; you will also be responsible for maintaining poise and professionalism even when dealing with the most difficult and demanding customers.

Responsibilities:

• As part of a team of technical specialists, you’ll be responsible for delivering voice support to IBM Internal End Users and External Commercial Account End Users across North America, EMEA, and Asia-Pacific.
• Handling difficult client scenarios, documenting solutions, and giving dependable and quick resolution to any product-related technical issues are all part of the job.
• Delivering remote infrastructure support and doing root-cause analysis
• To deliver excellent customer service, I collaborate with my other support colleagues and other internal groups.
• Working directly with customers on high-priority issues to provide prompt resolution and record customer input to drive process/product improvements as a customer advocate.
• Anticipating client demands and efficiently addressing consumer concerns about a problem or solution
• Customers receive direct technical assistance via phone, email, and chat.

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Required Technical and Professional Expertise

• A minimum of three years’ experience in the IT industry is required.
• Competent in resolving client issues in the most efficient and timely manner feasible.
• Ability to handle a variety of jobs or projects with varying priorities.
• Experience with making the most of available time in order to produce effective and efficient result.
• Expertise in putting up a thorough and accurate problem/symptom description of reported concerns.
• Solid problem-solving skills, including the ability to narrow down reported difficulties, identify core causes, and come up with creative solutions to effectively handle client complaints.
• Knowledge of basic hardware ideas and the ability to identify basic hardware parts
• User experience with at least one e-mail client (Outlook, Notes, etc.) is required.
• Questioning and probing skills, as appropriate to the situation and caller’s level.
• Look for opportunities to improve processes and put them in place.
• Ability to sympathise with consumers and work with them in real time to address problems.

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Preferred Technical and Professional Expertise

• Knowledge of basic networking ideas and technologies Ability to work well in a fast-paced setting
• Account agent productivity can be measured if you can satisfy a set of stated goals.
• Willingness to work in a variety of shifts as required
• You enjoy working in collaborative environments that employ agile approaches to foster creative design thinking and create new ways to develop with cutting-edge technology.
• Ambitious individual capable of working independently toward agreed-upon targets/goals and with a creative attitude to work.
• Individual who is intuitive and has demonstrated time management skills.
• Demonstrated interpersonal skills while contributing to a collaborative effort by achieving necessary objectives.
• Attending educational workshops and reading publications keeps you up to date on technical issues.

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Application Fee: Nil