Remote Technical Support Job at IBM

IBM is hiring for the role of Remote Technical Support!

Responsibilities of the Candidate:

• Handling inbound calls and emails for issues reported for such offerings and providing L0 support to them.
• Providing service to IBM customers through call/chat support. The core job is creating PMRs/Tickets/Cases in the tool and sending them 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).
• Achieving 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.

Requirements:

• Minimum Contact Center Experience: 1- 2 Years, V&L Skills: Strong, should be a team player, should be comfortable working in shifts, should be able to handle pressure situations and willingness to learn.
• At least 12 to 24 months of professional experience in service industry with ability to handle the customers across the globe.
• 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
• 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 actio