IBM Hiring for Remote Technical Support at Gurgaon, India Full Time

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.

Your Role and Responsibilities

As a Remote Technical Support you will be responsible to solve client issues in an effective and timely manner as prescribed Service Level Agreement (SLA). If you thrive in a dynamic, collaborative workplace, IBM provides an environment where challenged and inspired every single day. And if you relish the freedom to bring creative, thoughtful solutions to the table, there’s no limit to what you can accomplish here. Join us and Do your Best Work Ever

• Handle frontline Voice calls of IBM’s high value business customers using an IBM internal tool.

• The job will require candidates to handle inbound calls & Emails for issues reported for such offerings and provide L0 support to them.

• Achieve 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.

• This position is primarily to provide service to the IBM customers through call/chat support. The core job is to create PMRs/Tickets/Cases in the tool and send it to the technical team to resolve it further

• Send alert messages to the technicians to provide services to the customers in the stipulated time frame (Service Level Agreement).

Required Technical and Professional Expertise

• Minimum Contact Centre Experience: 1- 2 Years, V&L Skills

• should be a team player, should be comfortable working in shifts

• Able to handle pressure situations and willingness to learn.

• Proficient in handling customer queries across the globe

• Good Listening/Comprehension capabilities

• Troubleshooting skills with critical thinking ability

• Ability to analyse complex scenarios and take appropriate actions basis findings

• Be self-driven and self-motivated to achieve high results

• Good learner to come up the learning curve to perform on various KPI’s such as Average Handling Time , Hold Time, Resolution etc.

• Proven verbal and communication skills

Preferred Technical and Professional Expertise

• Unparalleled Listening and Comprehension capabilities

• Proven service industry front line experience with handling high value/critical customers

• Ability to keyboard to capture important details on a call for documentation

About Business UnitPlease be aware Kyndryl will continue to use some IBM systems for a certain period after spin-off. This means when you sign up to either the IBM or Kyndryl candidate portal, you will have the benefit of being able to see and apply for IBM and Kyndryl jobs and to access information about IBM and Kyndryl jobs you have applied to, for a limited period from either candidate portal. If you have already signed up as a candidate on IBM’s portal, please continue to use this account to access IBM and Kyndryl jobs.

Your Life @ IBMAre you craving to learn more? Prepared to solve some of the world’s most unique challenges? And ready to shape the future for millions of people? If so, then it’s time to join us, express your individuality, unleash your curiosity and discover new possibilities.

Every IBMer, and potential ones like yourself, has a voice, carves their own path, and uses their expertise to help co-create and add to our story. Together, we have the power to make meaningful change – to alter the fabric of our clients, of society and IBM itself, to create a truly positive impact and make the world work better for everyone.

It’s time to define your career.

About IBMIBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

Location StatementWhen applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience.

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Being You @ IBMIBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.