Technical Support Associate(Voice)

Walkin on 7th Jan 2012


IBM India Pvt Ltd


0 - 3 Years

Work Location

Bangalore, Hyderabad

"Providing Voice & E-Mail Technical Help Desk Services support to IBM Internal End Users and External Commercial Account End Users across North America, Cananda, EMEA & AP.

"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 "

IBM is hiring experienced candidates (6months - 3yrs in Tech Support Voice Process)

Job Role : IT Helpdesk - Technical Support Associate (100% voice process)

Provide Technical solutions to the external customers


Any Graduate (10+2+3), Diploma Holders (10+3) with minimum one year relevant experience

Must have good command over English - Fluency, Vocabulary and pronunciation.

Must have basic knowledge of Computer and operating systems

Must be willing to work in Shifts

Selection Process:

Group discussion

Technical Interview

Communication Assessment round

Mandatory Documents:

Hard copy of the interview invite (this email)

Hard copy of the resume

Photocopy of current organization offer letter

Photocopy of latest 2months payslips

One passport size Photograph

Valid Govt Approved ID Proof and Photocopy of the same for submission (Both the original and photocopy must be carried). This could be your Passport OR PAN card OR Driving license or Voter ID.


All these documents are mandatory and you will not be able to take up the interview without these documents.


  • Time: 10:00 AM - 1:00 PM
  • Venue: IBM India Pvt Ltd Mindspace Cyberabad Building, No.3, Survey No.64, APIIC Software Layout Hitech City, Madhapur, Hyderabad-500081


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