IBM Customer Support – Work From Home

November 15, 2025

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About Company

IBM is a global technology and consulting company with a rich history of innovation, powering progress for businesses and governments worldwide. For over a century, we've been at the forefront of digital transformation, delivering groundbreaking solutions in areas like AI, cloud computing, cybersecurity, and quantum computing. At IBM, we believe in the power of diverse perspectives and fostering an inclusive culture where every voice is heard. Our commitment to clients is unwavering, and we pride ourselves on building long-term relationships through trust and exceptional service. Joining IBM means becoming part of a team that shapes the future, tackles complex challenges, and makes a tangible impact on the world, all while continuously learning and growing your career.

Job Description

Are you a proactive problem-solver with a passion for helping others? Do you thrive in a dynamic, supportive environment where your skills make a real difference, all from the comfort of your home? IBM is seeking dedicated and empathetic individuals to join our Customer Support team, serving our valued clients remotely from Bolton, England. This is an incredible opportunity to contribute to a globally recognized technology leader, providing essential support for our diverse range of products and services.

As a Work From Home Customer Support Specialist, you will be the first point of contact for our clients, guiding them through technical challenges, answering product inquiries, and ensuring their experience with IBM is seamless and positive. You’ll be empowered with comprehensive training and access to cutting-edge tools and resources to resolve issues efficiently and effectively. We understand the unique demands of remote work and are committed to providing a robust support system, fostering a strong team connection through virtual collaboration and continuous professional development opportunities.

Your day will involve fielding inbound queries via phone, email, and chat, diagnosing technical problems, and offering clear, concise solutions. You'll work independently while being an integral part of a larger, highly collaborative team. This role requires not just technical aptitude but also exceptional communication skills, patience, and a genuine desire to deliver outstanding customer satisfaction. If you are looking for a role that offers flexibility, a chance to grow within a leading tech company, and the ability to impact client success directly, then we invite you to apply and become a part of the IBM family.

Key Responsibilities

Provide first-line technical support to IBM clients via phone, email, and chat, ensuring timely and effective resolution of issues.
Accurately diagnose, troubleshoot, and resolve a variety of technical problems related to IBM software, hardware, and services.
Document all customer interactions, including inquiries, troubleshooting steps, and resolutions, in the designated CRM system.
Escalate complex or unresolved issues to higher-tier support teams or specialists when necessary, ensuring smooth handover and follow-up.
Maintain high levels of customer satisfaction by delivering professional, courteous, and efficient service.
Utilize and contribute to the internal knowledge base to enhance problem-solving capabilities and improve efficiency.
Stay up-to-date with IBM product updates, service changes, and support best practices through continuous learning and training.
Adhere to company policies, procedures, and service level agreements (SLAs) to meet performance targets.
Provide feedback on recurring issues or trends to help improve product and service quality.

Required Skills

Excellent verbal and written communication skills in English.
Proven ability to troubleshoot and problem-solve technical issues effectively.
Strong customer service orientation with a patient and empathetic approach.
Proficiency in using remote support tools and communication platforms.
Ability to work independently and manage time effectively in a home-based environment.
Basic understanding of IT concepts and computer systems.
Experience in a customer-facing role, preferably in a technical support capacity.

Preferred Qualifications

Associate's degree or certification in Information Technology, Computer Science, or a related field.
Prior experience supporting IBM products or similar enterprise-level software/hardware.
Familiarity with CRM software (e.g., Salesforce, ServiceNow).
Experience working in a remote or virtual team setting.
Multilingual abilities, particularly in other European languages, would be a plus.

Perks & Benefits

Competitive salary and performance-based bonuses.
Comprehensive health and wellness benefits package.
Generous pension scheme.
Remote work setup support, including equipment provision.
Extensive professional development and career growth opportunities within IBM.
Employee assistance program (EAP) for personal and professional support.
Paid time off, including holidays and vacation days.
Access to IBM's global network and innovation resources.
Employee discount programs.

How to Apply

To embark on a rewarding career journey with IBM, please click the application link below. We look forward to reviewing your application.

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1. HOW DO YOU PLAN YOUR DAY?

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