About Company
IBM is a global leader in technology and innovation, with a rich history of reinventing itself and the world around us. For over a century, IBM has been at the forefront of progress, delivering groundbreaking solutions in areas like artificial intelligence, hybrid cloud, quantum computing, and enterprise services. Our mission is to be essential, helping clients and communities thrive through technology. We foster a culture of curiosity, collaboration, and continuous learning, where diverse perspectives drive innovation. Join IBM and become part of a team that is building a smarter future, empowering businesses, and making a tangible impact on the world.
Job Description
Are you passionate about technology and dedicated to delivering exceptional client experiences? IBM is seeking talented and motivated individuals to join our team as a Customer Support Specialist, working entirely from the comfort of your home in Zachary, Louisiana. This is a unique opportunity to be at the forefront of technological innovation, providing critical support to our diverse global client base. As a Work From Home Customer Support Specialist, you will be a vital link between IBM and its customers, resolving inquiries, troubleshooting technical issues, and ensuring seamless operation of IBM’s cutting-edge products and services. Your role will involve leveraging advanced diagnostic tools, comprehensive knowledge bases, and collaborative team environments to address challenges efficiently and effectively. We believe in empowering our employees with the resources and training necessary to succeed, fostering a culture of continuous learning and professional development. This position offers not just a job, but a pathway to a rewarding career in one of the world’s leading technology companies. You’ll contribute directly to the success of clients ranging from small businesses to Fortune 500 enterprises, helping them harness the power of IBM’s cloud, AI, security, and enterprise solutions.
In this dynamic remote role, you will play a crucial part in maintaining IBM’s reputation for world-class customer service. You will interact with clients from various industries, assisting them with a wide range of technical and product-related questions. This requires not only a strong technical aptitude but also superior communication skills, empathy, and the ability to articulate complex information clearly and concisely. You will be responsible for managing multiple client interactions simultaneously, prioritizing urgent issues, and escalating problems to senior support teams when necessary, all while adhering to strict service level agreements (SLAs). Success in this role hinges on your ability to work autonomously, demonstrate strong organizational skills, and maintain a high level of professionalism in a remote work environment. We’re looking for individuals who are natural problem-solvers, possess an insatiable curiosity for technology, and thrive in an environment where every day brings new challenges and opportunities for growth. IBM is committed to fostering an inclusive and supportive workplace, even remotely, ensuring that all team members feel connected, valued, and have access to the resources they need to thrive. Join us and contribute your expertise to a team that is dedicated to pushing the boundaries of technology, enabling digital transformation, and empowering businesses worldwide to achieve their full potential with IBM’s innovative solutions.
Key Responsibilities
- Provide technical assistance and support for incoming queries and issues related to IBM products and services via phone, email, and chat.
- Diagnose and resolve technical hardware and software issues by asking relevant questions and leading customers through step-by-step solutions.
- Document customer interactions, issues, and resolutions accurately in the CRM system.
- Escalate complex problems or unresolved issues to the appropriate internal teams for further investigation.
- Maintain high levels of customer satisfaction and strive to exceed service level agreements (SLAs).
- Stay current with system information, changes, and updates to IBM's product portfolio.
- Collaborate effectively with team members and other departments in a remote work setting.
- Educate customers on product features and functionalities to maximize their utilization of IBM solutions.
Required Skills
- Minimum 1-2 years of experience in a customer service or technical support role.
- Exceptional verbal and written communication skills with a clear and professional demeanor.
- Strong problem-solving and analytical abilities.
- Proficiency with common computer applications and operating systems (Windows, macOS).
- Technical aptitude and a genuine interest in IT concepts, software, and hardware.
- Ability to work independently and manage time effectively in a remote environment.
- Empathy, patience, and a positive attitude when interacting with customers.
- Reliable high-speed internet connection and a dedicated home office space.
Preferred Qualifications
- Associate's or Bachelor's degree in a technology-related field (e.g., Computer Science, IT).
- Experience with CRM software (e.g., Salesforce, ServiceNow).
- Familiarity with IBM products, cloud technologies, or enterprise software.
- Previous experience in a remote work setting.
- Certifications in IT support (e.g., CompTIA A+, ITIL Foundation).
Perks & Benefits
- Competitive salary and performance bonuses.
- Comprehensive health, dental, and vision insurance.
- 401(k) matching program.
- Paid time off, including vacation, sick leave, and holidays.
- Generous parental leave.
- Employee assistance program (EAP).
- Opportunities for professional development and career growth within IBM.
- Access to IBM's extensive online learning platforms and certification programs.
- Flexible remote work environment.
- Employee discounts on IBM products and services.
How to Apply
To apply for this exciting opportunity, please click on the application link below. Ensure your resume highlights your customer service experience, technical aptitude, and ability to thrive in a remote work environment. We look forward to reviewing your application!