About Company
IBM Canada is a leading technology and consulting company, part of the global IBM corporation, dedicated to helping clients innovate and thrive. We bring together a diverse team of experts to deliver transformative solutions across cloud, AI, security, and more. While our roots are deeply set in Canada, we operate with a global mindset, leveraging talent from across North America to serve our extensive client base. At IBM Canada, we believe in progress, leadership, and making a tangible impact on the world through technology and responsible business practices. We foster a culture of continuous learning, collaboration, and diversity, empowering our employees to achieve their full potential and contribute to groundbreaking projects. Join a team where your ideas are valued, your growth is encouraged, and you can truly make a difference in shaping the future of technology.
Job Description
Are you a highly motivated, customer-centric individual with a passion for technology and a desire to make a real impact from the comfort of your home? IBM Canada is expanding its remote customer support team and is seeking dedicated professionals based in Milford, Delaware, to join us as a Customer Support Specialist. While this role is for IBM Canada, we deeply value top talent across North America, enabling you to contribute to our global mission from your local community. In this critical role, you will be the first point of contact for our valued clients, providing expert assistance and resolutions for a wide range of inquiries related to IBM’s innovative software, hardware, and services. You’ll leverage your technical aptitude, exceptional communication skills, and keen problem-solving abilities to guide users through troubleshooting steps, explain complex information clearly, and ensure a seamless, positive customer experience.
This is more than just a support role; it’s an opportunity to embody IBM’s unwavering commitment to client success, contributing directly to their operational efficiency and strategic objectives. You will work within a dynamic, supportive remote environment, collaborating virtually with a team of skilled professionals committed to delivering world-class service. Our team culture emphasizes continuous learning, mutual support, and a shared dedication to resolving customer issues efficiently and effectively. We are looking for someone who thrives on solving problems, is eager to learn new technologies, and is passionate about helping others succeed. You will be instrumental in diagnosing issues, providing step-by-step guidance, escalating complex problems to specialized teams when necessary, and meticulously documenting all interactions. The ideal candidate will possess a strong sense of empathy, patience, and a proactive approach to anticipating customer needs. Join IBM Canada and become an integral part of a company that is shaping the future of technology, all while enjoying the flexibility and convenience of a work-from-home setup. This position offers robust training, career development opportunities, and the chance to work with cutting-edge solutions that power businesses worldwide. If you’re ready to take on a challenging yet rewarding role where your contributions are valued, your growth is encouraged, and you can make a tangible difference in the lives of our clients, we invite you to apply and help us continue our legacy of innovation and client excellence.
Key Responsibilities
- Provide first-line technical support and problem resolution for IBM clients via phone, email, and chat.
- Diagnose and troubleshoot technical issues related to IBM software, hardware, and cloud services.
- Guide clients through step-by-step solutions and provide clear, concise instructions.
- Document all customer interactions, issues, and resolutions accurately in the CRM system.
- Escalate complex or unresolved issues to higher-level support teams or subject matter experts.
- Maintain a high level of customer satisfaction through professional and empathetic service.
- Stay current with IBM products, services, and support procedures through continuous learning.
- Collaborate with internal teams to identify trends, improve product functionality, and enhance customer experience.
- Adhere to established service level agreements (SLAs) and quality standards.
Required Skills
- Excellent verbal and written communication skills in English.
- Strong problem-solving and analytical abilities.
- Proficiency in basic computer hardware and software troubleshooting.
- Ability to work independently and as part of a remote team.
- Customer-focused mindset with a strong desire to help others.
- Basic understanding of IT concepts and terminology.
- High-speed internet connection and a dedicated, quiet home workspace.
Preferred Qualifications
- Associate’s or Bachelor’s degree in Information Technology, Computer Science, or a related field.
- 1+ year of experience in a customer service or technical support role.
- Familiarity with CRM software (e.g., Salesforce, ServiceNow).
- Experience with IBM products or enterprise-level software solutions.
- Certifications in IT support (e.g., CompTIA A+, ITIL Foundation).
- Proven ability to manage multiple priorities in a fast-paced environment.
Perks & Benefits
- Competitive salary and performance-based bonuses.
- Comprehensive health, dental, and vision insurance.
- Paid time off, including vacation, sick leave, and holidays.
- 401(k) retirement plan with company match.
- Opportunities for professional development and career advancement.
- Access to extensive IBM training and certification programs.
- Employee assistance program and wellness initiatives.
- Flexible work-from-home arrangement.
How to Apply
Interested candidates are encouraged to apply by clicking the application link below. Please ensure your resume highlights your customer service experience, technical skills, and ability to work effectively in a remote environment.