Recruitment for Technical Support Associate - ITD-GD
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, Cananda, EMEA & AP.
- 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.
- 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
Desired Profile :
- Min 6 months of relevant experience in the mentioned skill areas
Required
* Bachelor's Degree in Other
* English: Fluent
Location : Bangalore, Hyderabad
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