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.
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.
Bachelor's Degree (or equivalent) in Engineering or similar technical field
At least 6 months of experience in customer support role
Experience in technical customer support role will be considered as advantage
Excellent command of spoken and written English (B2-C2 level)
Excellent soft skills, active listening/reading, sympathy, ask when in doubt, explain clearly and set right expectations
Good planning and organization skills
Good computer skills, including MS Office and web navigation
Troubleshooting and analytical thinking skills to identify and resolve problems
Customer-first mindset with high sense of ownership
Ability to ask clarifying questions as needed to fully understand customer query
Ability to research available resources and work instructions to find resolution
Ability to work and follow up with multiple support groups within the organization to bring customer's issue to resolution
Ability to quickly learn and absorb new concepts, terms and vocabulary
Ability to research and self-study to find solutions to unknown issues and generally improve oneself.
Ability to use tools and knowledge to understand and resolve user's issues and/or redirect them appropriately
Ability to use clear/good judgment
Ability to escalate as appropriate
Ability to manage complicated requests and irate users
Networking background as well as certification is a plus
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
Role ( Job Role )
Customer Service Representative
State / Province
Primary job category
(0023) IBM Bulgaria Ltd.
Is this role a commissionable/sales incentive based position?
IBM Business Group
City / Township / Village
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
Preferred Technical and Professional Experience
Early Professional Track
New Collar Role
Here are some other vacancies your might like
IBM est leader mondial au service de la technologie de l'information. Ses activités, toujours au service de l'innovation, gravitent autour du matériel informatique, des logiciels et des services informatiques. Fondé en 1911, cette multinationale américaine a son siège social général à New York, aux États-Unis. En France, c'est à Bois-Colombes que se situe le siège depuis 1914. IBM France est aussi présent dans toutes les plus grandes villes françaises (Paris, Lyon, Marseille, Toulouse, Bordeaux, Montpellier...) et compte plus de 11000 collaborateurs.
L'entreprise très dynamique et en constante recherche d'innovation recrute régulièrement de jeunes diplômés en stages, alternances, VIE, CDD ou CDI pour être acteur de ce mouvement. La société offre des postes de consultants, de chefs de projet, architectes d'application, ingénieurs systèmes, mais prend également en charge des métiers tels que les ingénieurs marketing ou responsables ressources humaines. Peu importe la carrière que vous souhaitez bâtir, IBM peut vous permettre de vous épanouir grâce à ses nombreuses opportunités à travers le monde.