Kyndryl Looking for Customer Service Representative – Service Desk Delivery Level 1 at Be[...]

Kyndryl; Bengaluru; On-site; INR 3,00,000 - 7,00,000; Full time

Job summary

Join a dynamic team at a forward-thinking company where your role as a customer service representative will be pivotal in ensuring client satisfaction. You will engage directly with clients, providing technical support and solutions to their challenges. With a commitment to innovation and continuous learning, you will have access to top-tier resources and training opportunities, including certifications from industry leaders. This role is perfect for problem solvers who thrive in a collaborative environment and are eager to make a meaningful impact in the tech landscape. Embrace the chance to grow and succeed with a company that values diversity and inclusion.

Benefits

Employee Learning Hub

Access to Certifications

Volunteering Opportunities

Diversity and Inclusion Programs

Qualifications

• Proficient in resolving customer issues promptly and effectively.
• Ability to identify hardware parts and troubleshoot basic technical issues.

Responsibilities

• Serve as the technical resource for clients, resolving complex issues.
• Guide clients through product usage and support inquiries.

Skills

Customer Service

Problem Solving

Communication Skills

ITIL Knowledge

Ticketing Tools

Technical Troubleshooting

Email Client Familiarity

Remote Takeover

Education

Bachelor's Degree

Tools

Ticketing Tools

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

Client satisfaction will be your ultimate goal in this role. As a customer service representative, you will be on the front line serving our customers. You’ll be the technical resource and point person interacting with clients, vendors, and senior management, to identify and resolve complex technical problems. If solving problems and helping others succeed excites you, let’s talk!

Your Role and Responsibilities:

1. Advises and guides the client regarding the use of a broad range of products, offerings, and services.
2. Following a standard call flow and problem handling processes (scripted or not scripted), verify entitlement, perform problem determination, resolve, and close the problem, or route the incident record to the appropriate level of support.
3. Using technical resources and tools, support the client by answering questions and responding to client requirements.
4. Utilize product, technology, industry and/or services skills to identify problems which may be related to product installation, update, configuration, operations, or performance.
5. Guide the client, advising on potential resolutions and their implementation, playing a key role in overall client satisfaction.
6. Should be comfortable working in night shifts.

Who You Are

1. Customer Service representative 1 who supports clients with level 1 queries.
2. Proficient to ensure customer issues are resolved in the most timely and effective manner possible. Freshers are also considered.
3. Demonstrable ability to handle various tasks or projects with changing priorities.
4. Experience in utilizing available time efficiently to achieve effective and efficient results.
5. Hands-on expertise to assemble a complete and accurate problem/symptom description of reported issues.
6. Solid experience to successfully solve problems and narrow down reported issues, identify root causes, and find creative solutions to effectively address customer concerns.
7. Ability to identify basic hardware parts and awareness of basic hardware concepts.
8. Experience in user level familiarity with at least one e-mail client – Outlook, Notes, etc.
9. Questioning skills/probing skills, as relevant to the issue and level of the caller.
10. Excellent communication skills.
11. Knowledge of ITIL.
12. Knowledge of Ticketing Tools.
13. Ability to perform Remote Takeover.
14. Bachelor’s degree with good communication skills to understand and reciprocate the issues reported by the end users.
15. Basic technical knowledge on how to troubleshoot issues related to applications, browsers, and hardware is an added advantage.

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. Our Kyndryl Inclusion Networks are 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.