Customer Service Representative - Confluent
At IBM Software, we transform client challenges into solutions. Building the world’s leading AI-powered, cloud-native products that shape the future of business and society. Our legacy of innovation creates endless opportunities for IBMers to learn, grow, and make an impact on a global scale. Working in Software means joining a team fueled by curiosity and collaboration. You’ll work with diverse technologies, partners, and industries to design, develop, and deliver solutions that power digital transformation. With a culture that values innovation, growth, and continuous learning, IBM Software places you at the heart of IBM’s product and technology landscape. Here, you’ll have the tools and opportunities to advance your career while creating software that changes the world.
Your role and responsibilitiesConfluent Customer Service Representatives work directly with customers to provide a range ofkey, non-technical, customer service-related activities, to address issues in the use of ConfluentCloud and Confluent Platform. Throughout all of these interactions, you’ll build strongrelationships with customers while ensuring an exemplary support experience, and timelyresolution to customer requests.
Required education Bachelor's Degree Preferred education Master's Degree Required technical and professional expertiseWorking directly with customers — to resolve a wide range of non-technical issues with their Confluent deployments, such as registration or account creation requests (via call, email,chat, or social media platforms), ensuring high support quality and timely resolution to meet customer expectations.
Proactively follow up with customers and utilize customer feedback loops to measure and ensure satisfaction, and continuously improve the delivery of support services.
Contributing to process development — we’re looking for people who want to help lay the foundation for efficient growth and best-in-class culture
Collaborating cross-functionally — with other Confluent teams and geographical regions, to achieve successful customer outcomes. This could include escalating to the appropriate team(when necessary), or passing customer feedback onto the Product or Sales team to improve the organisations' offerings
Improving operational documentation — by authoring and continuously improving run-books used by the global team
Embracing continuous adoption to changes in processes, actively seeking and learning new processes and skills to ensure personal and team effectiveness.
What You Will Bring:
Experience diagnosing and resolving customer issues
Desire to ensure customer success through direct interaction
Outstanding written and verbal communication skills
Detail-oriented, procedure-driven, with a keen desire for continuous improvement and efficiency
Preferred technical and professional experience- Prior experience in a SaaS environment, with a solid understanding of customer support operations, subscription-based business models, and service delivery.
- Proven ability to manage active customer escalations by working closely with customers and partnering with cross-functional internal teams to resolve high-impact issues.
- Good understanding of software vulnerabilities and CVE management, including software patching, versioning, and vulnerability triage.
- Demonstrated ability to dive deep into workflows and processes, use data to identify improvement opportunities, and drive process enhancements and product recommendations.
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ABOUT BUSINESS UNIT
IBM Software infuses core business operations with intelligence—from machine learning to generative AI—to help make organizations more responsive, productive, and resilient. IBM Software helps clients put AI into action now to create real value with trust, speed, and confidence across digital labor, IT automation, application modernization, security, and sustainability. Critical to this is the ability to make use of all data, because AI is only as good as the data that fuels it. In most organizations data is spread across multiple clouds, on premises, in private datacenters, and at the edge. IBM’s AI and data platform scales and accelerates the impact of AI with trusted data, and provides leading capabilities to train, tune and deploy AI across business. IBM’s hybrid cloud platform is one of the most comprehensive and consistent approach to development, security, and operations across hybrid environments—a flexible foundation for leveraging data, wherever it resides, to extend AI deep into a business.YOUR LIFE @ IBM
In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?
ABOUT IBM
IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.
At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
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