Introduction At IBM, work is more than a job – it’s a calling: To build. To design. To code. To consult. To think along with clients and sell. To make markets. To invent. To collaborate. Not just to do something better, but to attempt things you’ve never thought possible. Are you ready to lead in this new era of technology and solve some of the world’s most challenging problems? If so, lets talk.
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Your Role and Responsibilities We are looking to hire a Technical Support Specialist with client-first mindset and eager to learn. In this role, you’ll be responsible to receive and record incident related information, using a variety of tools, techniques and procedures, select appropriate actions to resolve problems. This role is part of our remote technical support of IBM hardware & software products and/or systems.
Provide technical support service delivery within established guidelines.
Demonstrating soft skills and technical skills that contributes to client satisfaction.
Respond to escalated customer calls, complaints, questions and queries.
Provide answers for general usage and operation questions. Provide problem determination / problem source Identification.
Identify known defects and fixes to resolve problems.
Provide assistance with questions regarding product documentation related to the supported products.
Collaborate with other support centers and business units to provide seamless problem resolution.
Demonstrate proficiency in the IBM hardware and software platform supported by maintaining applicable technical certifications.
Contributes positively towards the achievement of performance targets in all aspects of the team’s activities.
Required Technical and Professional Expertise
Fluency in English
High School diploma or Bachelor’s Degree (equivalent) in relevant subject
At least 1 year of experience working in the area of customer support
Good technical knowledge
Skills and competencies:
Customer-first mindset with high sense of ownership
Excellent interpersonal, presentation and communication skills
Eagerness to learn and expand technical competencies