Job Description

Who We Are Kyndryl is a market leader that thinks and acts like a start-up. We design, build, manage, and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl We are always moving forward - always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers, and our communities. The Role Have you been wanting to get into IT but don\'t have tech experience, this could be your gateway. Do you love how it feels to help someone solve a problem Want a chance to see lots of career options up close before you choose your path forward Then there\'s a good chance you\'ll love being a Customer Service Representative at Kyndryl. Being great in this job is less about your resume and more about your personality. We are looking for friendly, helpful, and empathetic people who have an interest in technology but not necessarily tech experience. As a Customer Service Representative, you\'ll be the face and voice of Kyndryl, helping customers solve their problems every day. A Customer Service Representative combines the know-how of tech support with problem solving and customer service, so bring your people skills and we\'ll teach you the rest. It\'s a fun and fast-paced role where you\'ll start learning and contributing right away. The first month, you learn the ropes and get set Perform initial problem determination (Level 1 support) with related hardware, software and services support. Provide technical advice / guidance / trouble shooting / support to B2B end users within specified SLAs. Handle service entitlement failures associated with requests for in-scope services Assigning records to other support groups, as required. Performing the role as the account\'s advocate when dealing with other support / resolver groups. Initiating service outage procedures as required. Action requests for password resets and manage the requests to satisfactory completion. Log all interactions with accuracy via established business processes and tools. Advise and guide the client regarding the use of a broad range of products, offerings, and services. Following a standard call flow and problem handing process Identify, resolve, and close the issue or route the incident record to the appropriate level of support. Use technical resources and tools to support the client by answering questions and responding to client requirement. Utilize client products, technologies and industry services skills to identify issues which may be related to product installation, update, configuration, operations, or performance. Guide the client and advise on potential resolutions, implementation and play a key role in overall client satisfaction. Understand, adapt, and contribute to the improvement of various SLA\'s, SLO\'s and KPI\'s in line with the customer expectations. Manage and update inventory for software licenses, hardware, and reporting. Who You Are Is willing to work in an environment where he/she must communicate with the customers primarily over the phone and/or via chat and emails. Is willing to work in a rotational shift environment depending on the Geo that the candidate is hired for. Example - EMEA / APAC / NA / Domestic. Is willing to work from an office and Hybrid. Is willing to make alternative transport arrangements outside of the 7 PM to 7 AM window where applicable. Does not plan to pursue full time higher education in the next 18 to 24 months. Does not have any long leave planned within six months of the hiring date. Understands and accepts that a job role change/promotion requires a minimum tenure of 18 months and is basis performance, and reliability to another role is dependent on the business requirements defined by the management and reporting manager. Being You Diversity is a whole lot more than what we look like or where we come from, it\'s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we\'re not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you - and everyone next to you - the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That\'s the Kyndryl Way. What You Can Expect With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Our employee learning hub gives you access to the best learning in the industry to receive certifications and accreditations, including Microsoft University, AWS Cloud Center of Excellence, Udemy, and the Harvard Business Review. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you! We want you to succeed so that together, we will all succeed.

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