Support Representative for Operations - IBM - Antsohihy - Wizbii

Support Representative for Operations

  • By IBM
  • Antsohihy (Madagascar)
  • Reception / Administration

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.


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

Required Education

Bachelor's Degree
Role ( Job Role )

Customer Service Representative
State / Province

Primary job category

Technical Specialist

(0023) IBM Bulgaria Ltd.
Contract type

Employment Type


Is this role a commissionable/sales incentive based position?

Travel Required

No Travel
IBM Business Group

Preferred Education

Master's Degree
City / Township / Village

EO Statement

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

Eligibility Requirements

Position Type

Early Professional
Early Professional Track

Track unaligned
New Collar Role


Here are some other vacancies your might like

Get a mail digest of vacancies that match your profile!
Thousand of vacancies are available for you on Wizbii :)

About IBM

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.

3397 vacancies open at IBM

Find your next job on Wizbii,
the leading professional platform for youth's employment
Jobs right at your fingertips!