IBM Careers

As a Customer Support Analyst at IBM, you will be the first point of contact for our valued clients, providing exceptional technical support and ensuring their satisfaction with our products and services. You will be responsible for troubleshooting issues, answering questions, and guiding customers towards successful resolutions. You'll also play a key role in gathering valuable feedback and insights to help us improve our offerings and deliver an exceptional customer experience.

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Responsibilities:

• Provide timely and accurate technical support to customers through various channels, including phone, email, and chat.
• Diagnose and troubleshoot customer issues, leveraging your knowledge of IBM products and services.
• Escalate complex issues to senior support specialists when necessary.
• Document customer interactions and resolutions to ensure consistent and efficient service.
• Proactively identify and address potential customer concerns before they escalate.
• Gather and analyze customer feedback to identify areas for improvement and contribute to product development.
• Maintain a positive and professional demeanor while interacting with customers, even in challenging situations.

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Skills:

• Excellent communication and interpersonal skills, with the ability to build rapport and trust with customers.
• Strong problem-solving and analytical skills, with the ability to think critically and identify the root cause of issues.
• Proficiency in using various technical support tools and platforms.
• Ability to work independently and as part of a team.
• Excellent time management and organizational skills.
• Strong commitment to providing exceptional customer service.

 

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