JOB POSITION : Technical Support Associate
JOB LOCATION : Bangalore / Hyderabad - India
EXPERIENCE : 6 months
QUALIFICATION : Bachelor's Degree
WEBSITE : www.ibm.com
JOB DESCRIPTION :
Providing Voice & E-Mail Technical Help Desk Services support to IBM Internal End Users and External Commercial Account End Users across North America , Canada , 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 .
* Neutral accent .
* Advanced soft skills and call control as appropriate for an internal corporate IT helpdesk .
* Possessses 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 required .
FOR MORE DETAILS AND TO APPLY ONLINE : CLICK HERE
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