SFB713 Technical Support Associate

SFB713 Technical Support Associate

21 Dec
|
Kyndryl India
|
Bengaluru

21 Dec

Kyndryl India

Bengaluru

Job Description



As Tech Support Associate, you are responsible to effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention; maintain poise and professionalism even with very difficult and demanding customers.

Responsibilities:

Be part of a team of technical experts, motivated by a desire to facilitate customers and be responsible for providing voice support to Kyndryl Internal End Users and External Commercial Account End Users across North America, EMEA and Asia-Pacific.

Handling complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers



Providing remote Infrastructure support delivery and performing problem cause analysis

Collaborating with fellow support colleagues and other internal organizations to provide superior customer service

Acting 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.

Anticipating customer needs and effectively addressing concerns related to their issue or resolution

Providing direct technical assistance to customers via phone, email, and chat.

About Business Unit :

This position currently sits within Global Technology Services (GTS) Infrastructure Services (IS) or a shared services function supporting GTS.

As announced in October 2020, IBM intends that its managed infrastructure services business of the GTS organization will become an independent company named Kyndryl by the end of 2021, creating two distinct and powerful market-leading companies.

Together, we will advance the vital systems that power the digital economy. Serving over 4,600 technology-intensive, highly regulated customers, including over 75 PERCENT of the Fortune 100, our people will design, run, and manage the most modern and reliable technology infrastructure that the world depends on today.

We will work flexibly and in partnership with our customers to amplify business outcomes while always pushing ourselves to improve and meet all opportunities. Come join our team of diverse, devoted, and empathetic technology experts who are at the center of discovering what's next.

Please note: The final decision if this position will transition from IBM to Kyndryl is yet to be confirmed.



Required Technical and Professional Expertise



Minimum of up to 2 years of experience in IT Industry

Proficient to ensure customer issues are resolved in the most timely and effective manner possible

Demonstrable ability to handle various tasks or projects with changing priorities.

Experience to utilize available time efficiently in order to achieve effective and efficient results

Hands-on expertise to assemble a complete and accurate problem/symptom description of reported issues.

Solid experience to successfully solve problems and narrow down reported issues, identify root causes, and find creative solutions to effectively address customer concerns.

Ability to identify basic hardware parts and aware of basic hardware concepts

Experience in user level familiarity with at least one e-mail client - Outlook, Notes etc.

Questioning skills /probing skills, as relevant to the issue and level of the caller.

Find opportunity and implement process improvements

Ability to empathize and work with customers in real-time to resolve issues.



Preferred Technical and Professional Experience



Ability to work well in a fast-paced environment

Awareness of basic networking concepts and technologies

Ability to meet a set of defined account agent productivity measurement

Willingness to work in shifts as needed

You love collaborative environments that use agile methodologies to encourage creative design thinking and find innovative ways to develop with cutting edge technologies

Ambitious individual who can work under their own direction towards agreed targets/goals and with creative approach to work

Intuitive individual with an ability to manage change and proven time management

Proven interpersonal skills while contributing to team effort by accomplishing related results as needed

Up-to-date technical knowledge by attending educational workshops, reviewing publications



Required Education



Bachelor's Degree



Preferred Education



Master's Degree

The original job offer can be found in Kit Job:
https://www.kitjob.in/job/25758699/sfb713-technical-support-associate-bengaluru/?utm_source=html

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