Your Role and Responsibilities
Primary activities include issue diagnosis, troubleshooting, and incident management. The specialist will use strong problem-solving skills, combined with excellent communication and customer focus, to maintain high levels of customer satisfaction.
Accurately document all support activity and bring any open support cases to resolution in the tracking system in a timely manner.
Work with other specialists to evaluate complex client issues, identify root causes and derive resolutions.
Develop knowledge bases and FAQs for product support activities. Develop training materials and conduct trainings for analysts/new hires.
Consistently upskill from the plethora of training content available.
Be quick to understand the process, identify areas of automation and work with the leads to use available tools/applications to drive automations.
Strong analytical, problem solving, and troubleshooting skills.
Ability to define problems, collect data, establish facts, and draw conclusions.
Possess good multi-tasking skills with demonstrated ability to follow-through.
Strong interpersonal/customer relations skills.
Clear and concise verbal and written communications.
Ability to express complex technical concepts in layman’s terms, both verbally and in writing.
Required Technical and Professional Expertise
Work with Engineering/Client Experience Teams to identify root cause for any critical product downtime and provide timely updates to each client impacted. Drive this proactive atmosphere in the team for positive client experience.
Proficiency in Microsoft Windows, Microsoft Office and expertise with web-based applications. Any science graduate or undergraduate with basic understanding of Customer Support activities. Exposure of Healthcare Industry Knowledge (Preferred).
Experience with customer support activities with sensitivity to customer needs and expectations. Professional proven interpersonal and communication skills. Very good problem-solving and analytical skills with attention to detail required.
2-4 years of Technical proficiency using and trouble-shooting software and at least 1+ years of international calling experience is required.
Preferred Technical and Professional Expertise
None
About Business Unit
IBM’s Cloud and Cognitive software business is committed to bringing the power of IBM’s Cloud and Watson/AI technologies to life for our clients and ecosystem partners around the world. IBM provides you with the most comprehensive and consistent approach to development, security and operations across hybrid environments—with complete software solutions for business and IT operations, development, data science, security, and management. Our experts and software capabilities help organizations develop applications once and deploy them anywhere, integrate security across the breadth of their IT estate, and automate operations with management visibility. With IBM, you also have access to new skills and methods, governance and management approaches, and a deep ecosystem of industry experts and partners.
This job requires you to be fully COVID-19 vaccinated prior to your start date and proof of vaccination status will be required before your start date. During the Onboarding process you will be asked to confirm your vaccination status, in case you are unable to get vaccinated for any reason, you can let us know at that stage. Please let us know if you are unable to be vaccinated due to medical or religious reasons. IBM will consider such requests on a case by case basis subject to submission of required proof by the candidate before a stipulated date.
Your Life @ IBM
In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?
About IBM
IBM’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 Statement
When 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 @ IBM
IBM 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.
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