**Introduction** A career in IBM Software means you'll be part of a team that transforms our customers challenges into solutions. Seeking new possibilities and always staying curious, we are a team dedicated to creating the world's leading AI-powered, cloud-native software solutions for our customers. Our renowned legacy creates endless global opportunities for our IBMers, so the door is always open for those who want to grow their career. IBM's product and technology landscape includes Research, Software, and Infrastructure. Entering this domain positions you at the heart of IBM, where growth and innovation thrive. **Your role and responsibilities** IBM Software is looking for Technical Support Professional to work from Markham, Canada with the IBM Order Management System (OMS) Product Support team.This team of highly skilled and motivated individuals provide technical support to IBM clients. Understanding, narrowing and defining the scope of clients concerns in terms of stating the problem and understanding its scope. Managing client expectations and understanding the nature of the issue in terms of technical impact and pervasiveness. Utilizing technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution using problem determination/problem analysis skills. You work closely with the Services, Development and SRE teams to correct identified product issues. Communicating updates and action plans to customer or IBM representative as per response guidelines. Ability to record and document each step of the problem-solving effort including any interaction with the client. Sharing knowledge and expertise with the team and the clients, such as writing tech-notes, blogging in social media, etc. **Required technical and professional expertise** * Analytical thinking, structured problem-solving techniques * Expected to be able to Juggle competing priorities, work well under pressure, and work Independently with minimum active functional direction. * Customer facing role includes shifts / weekend support on rotation basis. * Strong positive customer service attitude with sensitivity to client satisfaction. * Must be a self-starter, quick learner, and enjoy working in a challenging, fast paced environment. * IT based background or studies **Preferred technical and professional experience** * Master's Degree in Information Technology * Basic knowledge of process/data mining * Fluent in speaking and writing in English and additional language(s) * At least 1 year experience in Technical Support 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, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.