Senior Agent - Customer Service

Kyndryl; United States; On-site; USD 39,840 - 67,440; Full time

Benefits offered by this job

Medical and dental coverage

Disability benefits

Retirement benefits

Paid leave and time off

Eligible for discretionary annual bonuses

Job summary

Kyndryl is seeking a fully remote Customer Service Representative to assist customers in resolving technical issues through chat, email, and Microsoft Teams. This role offers extensive learning opportunities including training on Microsoft 365 and certifications like Google Cloud and Azure.

Ideal candidates will possess friendly and empathetic interpersonal skills, a willingness to learn, and a customer-focused mindset. The compensation range in the U.S. is $39,840 to $67,440 for full-time schedules, with additional benefits like medical coverage and an annual bonus program.

Qualifications

• Friendly, helpful, and empathetic individuals with an interest in technology.
• Growth mindset, customer-focused, and open to learning.

Responsibilities

• Assist customers in solving technical problems through chat, email, and MS Teams.
• Handle interactive solutions and escalations by collaborating with back-office teams and senior staff.

Skills

Knowledge of Windows, Mac, or Linux operating systems

1+ years of support help desk knowledge

Troubleshooting and problem-solving skills

Customer support knowledge

Active listening with flexibility to modify approach and adapt to customer needs

Job description

Fully Remote

Who We Are

At Kyndryl, we design, build, manage and modernize the mission‑critical technology systems that the world depends on every day. 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

Customer Service Representative – a gateway for those who want to get into IT but do not have prior technical experience. You will be the face and voice of Kyndryl, helping customers solve their problems daily through chat, email and MS Teams. You will learn the ropes in the first month, then handle interactive solutions and escalations, working with back‑office teams and senior co‑workers. The role is fast‑paced, fun and provides extensive learning opportunities, including training on Microsoft 365 and certifications such as Google Cloud, Azure and Microsoft.

Qualifications

We are looking for friendly, helpful, and empathetic people who have an interest in technology. You must have a growth mindset, be customer‑focused and open to learning.

Required Skills and Experience

• Knowledge of Windows, Mac, or Linux operating systems
• 1+ years of support help desk knowledge
• Troubleshooting and problem‑solving skills
• Customer support knowledge
• Active listening with flexibility to modify approach and adapt to customer needs

Preferred Skills and Experience

• Experience working with Windows, Mac, or Linux operating systems
• Troubleshooting and problem‑solving expertise
• Support help desk experience
• Customer support experience
• Experience modifying approaches and adapting to customer needs

Compensation

The compensation range in the U.S. is $39,840 to $67,440 based on a full‑time schedule. Your actual compensation may vary depending on geography, job‑related skills and experience. For part‑time roles, the compensation will be adjusted appropriately. The pay or salary range will not be below any applicable state, city or local minimum wage requirement.

California (San Francisco Bay Area): $47,760 to $81,000
California (All Other): $43,800 to $74,280
Colorado: $39,840 to $67,440
Massachusetts: $39,840 to $74,280
New York City: $47,760 to $81,000
Washington: $43,800 to $74,280
Washington D.C.: $43,800 to $74,280

Benefits

This position will be eligible for Kyndryl’s discretionary annual bonus program, based on performance and subject to the terms of Kyndryl’s applicable plans. You may also receive a comprehensive benefits package which includes medical and dental coverage, disability, retirement benefits, paid leave and paid time off. You can also participate in additional programs such as a sales commission plan, if applicable.

Future Growth

As a Customer Service Representative, you will gain exposure to a wide variety of Kyndryl job roles. Many colleagues progress to the 2nd or 3rd level escalation team or move into more senior or technical positions after further education and certifications.

Diversity and Inclusion

Kyndryl welcomes people of all cultures, backgrounds and experiences. Our Inclusion Networks, learning programs and volunteering platform support an equitable workplace where everyone can bring their whole self to work.

Expectations

In this role you will work with state‑of‑the‑art resources and Fortune 100 clients, innovate, build new capabilities and relationships, and contribute to value creation. You will also have access to learning programs to earn certifications and benefit from volunteering opportunities across 2 million non‑profit organizations.

COVID‑19 Vaccination

Kyndryl currently does not require employees to be fully vaccinated against COVID‑19. However, if you are hired to work at a client, customer or partner location, you may be required to provide proof of vaccination to align with their respective COVID‑19 vaccination policies. Eligible candidates may apply for a medical or religious accommodation prior to the start of employment.