Ibm Careers For Freshers 2024 / Technical Support / Work From Home Jobs

As Tech Support Associate, you are responsible to effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention; maintain poise and professionalism even with very difficult and demanding customers.

Responsibilities:

• 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.
• Handling complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers
• Providing remote Infrastructure support delivery and performing problem cause analysis
• Collaborating with fellow support colleagues and other internal organizations to provide superior customer service
• Acting 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.
• Anticipating customer needs and effectively addressing concerns related to their issue or resolution
• Providing direct technical assistance to customers via phone, email, and chat.

Required Technical and Professional Expertise

• Minimum of up to 2 years of experience in IT Industry
• Proficient to ensure customer issues are resolved in the most timely and effective manner possible
• Demonstrable ability to handle various tasks or projects with changing priorities.
• Experience to utilize available time efficiently in order to achieve effective and efficient results
• Hands-on expertise to assemble a complete and accurate problem/symptom description of reported issues.
• Solid experience to successfully solve problems and narrow down reported issues, identify root causes, and find creative solutions to effectively address customer concerns.
• Ability to identify basic hardware parts and aware of basic hardware concepts
• Experience in user level familiarity with at least one e-mail client – Outlook, Notes etc.
• Questioning skills /probing skills, as relevant to the issue and level of the caller.
• Find opportunity and implement process improvements
• Ability to empathize and work with customers in real-time to resolve issues.

Preferred Technical and Professional Expertise

• Ability to work well in a fast-paced environment
• Awareness of basic networking concepts and technologies
• Ability to meet a set of defined account agent productivity measurement
• Willingness to work in shifts as needed
• You love collaborative environments that use agile methodologies to encourage creative design thinking and find innovative ways to develop with cutting edge technologies
• Ambitious individual who can work under their own direction towards agreed targets/goals and with creative approach to work
• Intuitive individual with an ability to manage change and proven time management
• Proven interpersonal skills while contributing to team effort by accomplishing related results as needed
• Up-to-date technical knowledge by attending educational workshops, reviewing publications