IBM India Private Limited is hiring for Technical Support Engineer (Remote)
Candidate should have 1 to 2 years of professional experience in service industry with ability to handle the customers across the globe. Strong, should be a team player, should be comfortable working in shifts, should be able to handle pressure situations and willingness to learn.
Good communication skills including written communication. Handling pressure situations Good learner to come up the learning curve to perform on various KPI s such as Average Handling Time , Hold Time, Resolution etc.
Preferred Technical and Professional Expertise
Good communication skills (Verbal and Written) Good typing skills Good Listening/ Comprehension capabilities Troubleshooting skills with critical thinking ability and Multitasking Ability to analyze complex scenarios and take appropriate actions basis findings Be self driven and self motivated to achieve high results
Role and Responsibilities-
The job will require candidates to handle inbound calls & Emails for issues reported for such offerings and provide L0 support to them. This position is primarily to provide service to the IBM customers through call/chat support. The core job is to create PMRs/Tickets/Cases in the tool and send it to the technical team to resolve it further. Also, to send alert messages to the technicians to provide services to the customers in the stipulated time frame (Service Level Agreement). Achieve targets on KPIs such as Customer Satisfaction Scores (NPS), No Escalations, AHT etc. The profile might also require handling escalations at points and also act as Shift in charge during weekends in absence of designated supervisors. The role also includes responsibilities of managing support mailbox to ensure that all customer Emails are responded appropriately in defined TAT.
IBM has been present in India since 1992. IBM India`s solutions and services span all major industries including financial services, healthcare, government, automotive, telecommunications and education, among others. As a trusted partner with wide-ranging service capabilities, IBM helps clients transform and succeed in challenging circumstances.
IBM has been expanding its footprint in India - and has a presence in over 200 cities and towns across the country - either directly or through its strong business partner network. IBM India has clearly established itself as one of the leaders in the Indian Information Technology (IT) Industry - and continues to transform itself to align with global markets and geographies to grow this leadership position. Widely recognised as an employer of choice, IBM holds numerous awards for its industry-leading employment practices and policies.
