IBM Recruits Freshers Jobs: Technical Support Associate @ Bangalore, Hyderabad
Job Posted Date: 2012-12-03 |
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Company IBM
Job Role: Technical Support Associate
Job Summary : 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, Dial-up, 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 e-mail 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
# Neutral accent
# 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
Required:
Bachelor's Degree
At least 6 months experience in Awareness of basic networking concepts and technologies.
At least 6 months experience in Proficient in network connectivity troubleshooting, TCP/IP
At least 6 months experience in strong computer skills required for initial call handling
At least 6 months experience in perform problem cause analysis,resolve routine cstmer problm
At least 6 months experience in Exposure to operating systems, Windows 2000/NT/XP
English: Fluent
Additional information
Willing to work in shifts.
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