IBM Support Representative for Operations in SOFIA, Bulgaria

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.

  • This position is suitable for part-timers.


  • 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.

Required Technical and Professional Expertise

Preferred Tech and Prof Experience

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.