Apr 2021 – Present · 5 yrs · Gurugram, Haryana, India

• Remote Technical Support
• The role participates in remote technical support of IBM hardware and software products. Providing assistance on supported product known defects for which available corrective service information and program fixes are available. Identify suspected defects and engage development teams to assist in resolution. Helping with questions regarding product documentation related to the supported products. Demonstrating soft skills and technical skills that contribute to client satisfaction. Demonstrating excellent oral and written communication skills.
• Technical Support Representative
• The role provides remote technical support assistance to clients and IBM technical personnel on multiple products in the high volume through high availability product environments. It includes receiving and recording incident related information, and using a variety of tools, techniques and procedures, selecting appropriate actions to resolve problems, and communicating the solution or action plan to the client or IBM service representative. It also includes using professional knowledge and problem determination/problem source identification skills to get problems involving hardware, microcode, operating system, application programs, and network issues resolved.