IBM India Recruitment for Technical Support Associates at Multiple Locations

You and IBM India

• IBM’s Purpose is to be essential to our clients, to the world and one another and we are confident that together as IBMers we will drive this purpose. When you join IBM you join a culture of openness, teamwork, trust, and the invitation and expectation to have a voice. Join us and Do your Best Work Ever.
• We are recognized gold standard for inclusion, reflected in winning, to name a few, the 2018 Catalyst Award for advancing women in business, the National Award ‘Best Employer of People with Disabilities’ and being named one of the top 5 2018 Top Companies for Women Technologists for building an inclusive workplace — We advocate for fairness and equality as everyone is, and always has been, welcome at IBM.
• Join a brand with a history of continuous re-invention, transforming itself throughout its 100-plus years. In the past five decades alone, IBM has ushered in the eras of the mainframe, the personal computer, IT services and enterprise software. In its current transformation, IBM is once again leading the reordering of the technology industry.

Business Unit Introduction

• Our IBM Global Technology Services (GTS) helps clients plan, implement and lead an efficient, resilient, flexible IT infrastructure. Be it groundbreaking outsourcing tied to business outcomes or integrated managed services or discrete services – IBM GTS is the partner of choice for infrastructure services.
• Come join our team of IBM experts, who are leaders with vision, distinguished engineers and IT architects who have worked with thousands of clients to transform enterprise IT, migrate to cloud, apply automation and ensure business continuity. We help client run their IT better, accelerate innovation and deliver unmatched performance with the power automation.

Who you are

• As Technical Support Associate, you will be responsible to solve client issues in an effective and timely manner as prescribed Service Level Agreement (SLA). If you thrive in a dynamic, collaborative workplace, IBM provides an environment where challenged and inspired every single day. And if you relish the freedom to bring creative, thoughtful solutions to the table, there’s no limit to what you can accomplish here. Join us and Do your Best Work Ever.

What will you do..

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

You will come with…

• The ability to effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention; maintains poise and professionalism even with very difficult and demanding customer.

How we’ll help you grow

• You’ll have access to all the technical and management training courses to grow your expertise.
• You’ll learn directly from expert developers in the field; our team leads love to mentor.
• You have the opportunity to work in many different areas to determine what really excites you.

Details

• IBM Business Group: GTS
• Primary job category: Product Services
• Secondary Job Category: Other Product Services
• Role (Job Role): Technical Support Representative
• Contract type: Regular
• New Collar Role: No
• Early Professional Track: Industry Early Professional
• Position Type: Early Professional
• Travel Required: No Travel
• Company: (0063) IBM India Private Limited
• Is this role a commissionable/ sales incentive based position? No