Support Representative for Operations

Job description

IBM Technical Support Services (TSS) uses enhanced analytics and leverages global infrastructure and years of experience to deliver outstanding hardware, software and multi-vendor support services to our customers worldwide.

For our fast-growing multi-vendor support team, we're looking to hire Customer Support Representatives with client-first mindset and eager to learn. In this challenging role, you'll participate in shift rotation to support customers around the world over phone, e-mail and web, helping them solve complex issues and preventing outages.

Responsibilities:

· 
Handle customer requests submitted by phone, e-mail, web-forms or other support tools

· 
Clarify and record information in the systems, ensure full understanding of the customer issue

· 
Provide answers for general usage and operation

· 
Research internal resources and knowledge bases to find resolution

· 
Collaborate with other team members to achieve satisfactory resolution of customer issues

· 
Escalate to other support groups when necessary and follow up with them to ensure resolution in a timely manner

· 
Ensure regular updates to customer by call back and follow up e-mails

· 
Communicate resolution to the customer and reach an agreement of case closure

· 
Help maintain internal resources and knowledge bases by documenting findings and suggesting improvements

· 
Participate in internal projects and continuous improvement initiatives

· 
Follow established processes for effective management of support incidents

· 
Desire for ongoing skills development.

· 
Additional information :

*The working hours are schedule based

IBM's Client Innovation Center is an excellent opportunity to boost your career and the Customer Support Representative as an entry level role provides an excellent opportunity to build the knowledge and experience supporting your career aspirations.
IBM is committed to a diverse environment and is proud to be an equal opportunity employer. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Auto req ID

280410BR
Required Education

Bachelor's Degree
Role ( Job Role )

Customer Service Representative
State / Province

SOFIA
Primary job category

Technical Specialist
Company

(0023) IBM Bulgaria Ltd.
Contract type

Regular
Employment Type

Full-Time
Is this role a commissionable/sales incentive based position?

No
Travel Required

No Travel
IBM Business Group

GTS
Preferred Education

Bachelor's Degree
City / Township / Village

SOFIA
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, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise

· 
Bachelor's Degree (or equivalent) in Engineering or similar technical field

· 
At least 6 months of experience in customer support role

· 
Excellent command of spoken and written English (B2-C2 level)

Country/Region

Bulgaria
Preferred Technical and Professional Experience

·  Experience in technical customer support role will be considered as advantage
·  Networking background as well as certification is a plus
Secondary Job Category

Technical Services Specialist
Eligibility Requirements

N/A
Position Type

Early Professional
Early Professional Track

Industry Early Professional
Location Statement

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

No
Introduction

Client satisfaction will be your ultimate goal in this role. As a customer service representative, you will be on the front line serving our customers. You'll be the technical resource and point person interacting with clients, vendors, and senior management, to identify and resolve complex technical problems. If solving problems and helping others succeed excites you, let's talk!
Your Life @ IBM

What matters to you when you're looking for your next career challenge?

Maybe you want to get involved in work that really changes the world. What about somewhere with incredible and diverse career and development opportunities – where you can truly discover your passion? Are you looking for a culture of openness, collaboration and trust – where everyone has a voice? What about all of these? If so, then IBM could be your next career challenge. Join us, not to do something better, but to attempt things you never thought possible.

Impact. Inclusion. Infinite Experiences. Do your best work ever.
About Business Unit

At Global Technology Services (GTS), we help our clients envision the future by offering end-to-end IT and technology support services, supported by an unmatched global delivery network. It's this unique blend of bold new ideas and client-first thinking. If you can restlessly reinvent yourself and solve problems in new ways, work on both technology and business projects, and ask, "What else is possible?" GTS is the place for you!
About IBM

IBM's greatest invention is the IBMer. We believe that progress is made through progressive thinking, progressive leadership, progressive policy and progressive action. IBMers believe that the application of intelligence, reason and science can improve business, society and the human condition. Restlessly reinventing since 1911, we are the largest technology and consulting employer in the world, with more than 380,000 IBMers serving clients in 170 countries.