Joining location: Hyderabad
Job Role : IT Helpdesk Technical Support Associate (100% voice process)
Provide Technical solutions to the external customers
Providing Voice & EMail Technical Help Desk Services support to IBM Internal End Users and External Commercial Account End Users across North America, Cananda, 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, Dialup, 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 email 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
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 "
Experience: (6months 3yrs in Tech Support Voice Process)
Eligibility: Any Graduate (10+2+3), Diploma Holders (10+3) with minimum one year relevant experience Must have good command over English
Fluency, Vocabulary and pronunciation.
Must have basic knowledge of Computer and operating systems
Must be willing to work in Shifts
Group discussion Technical Interview Communication Assessment round
Hard copy of the interview invite (this email)
Hard copy of the resume
Photocopy of current organization offer letter
Photocopy of latest 2months pay slips
One passport size Photograph
Valid Govt Approved ID Proof and Photocopy of the same for submission (Both the original and photocopy must be carried). This could be your Passport OR PAN card OR Driving license or Voter ID.
IMPORTANT: All these documents are mandatory and you will not be able to take up the interview without these documents.
Number of positions: Open
CTC: Will be disclosed to the selected candidates by the manager
This role is not into BPO domain. Interested Please walkin to below address on 14April2012 b/w 10AM 1PM
Candidates who have attended the interview in the past 3 months should not appear for the interview.
BANGALORE: IBM India Pvt Ltd, 3rd floor, Pine Valley, Embassy Golf Links, Inner Ring road, Bangalore.
Contact person: Arun
HYDERABAD:IBM India Private Limited, Mindspace Cyberabad Bldg No.3 Survey No.64 APIIC Software Layout Hitech City, Madhapur, Hyderabad 500081
Contact Person: Madan
Selection of the candidates is at the sole discretion of IBM Recruitment Team
6months 3yrs in Tech Support Voice Process
Experience 1 3 Years
Industry Type BPO, Call Centre, ITeS
Role Associate/ Senior. Associate (Technical)
Functional Area ITES/BPO/KPO, Customer Service, Ops.
Education UG Any Graduate Any Specialization
PG Any PG Course Any Specialization
Location Bengaluru/Bangalore, Hyderabad / Secunderabad
Keywords Tech support, Technical Support, TSR, Helpdesk, IT Helpdesk, technical Voice support