Senior Agent, Customer Service

About the Role

The role is perfect for individuals who are looking to start their career in IT or tech, but may not have prior experience. With comprehensive training and support, you will be able to develop the skills and knowledge needed to succeed in this role. The company culture is focused on flexibility, support, and employee well-being, making it an ideal environment for those who value work-life balance.

As a Senior Agent, you will be part of a team that is passionate about delivering exceptional customer service and solving complex technical issues. You will have the opportunity to work with senior coworkers who will share their knowledge and expertise, and you will be encouraged to take ownership of your work and contribute to the team's success.

What You Will Do

• Provide technical support and solve customer issues via phone, email, and chat
• Work with clients to understand their technical issues and provide effective solutions
• Utilize problem-solving skills to troubleshoot and resolve complex technical issues
• Collaborate with back-office teams to handle escalations and resolve issues
• Develop and maintain a strong understanding of Kyndryl's products and services
• Provide concierge-level care to clients, ensuring exceptional customer experiences
• Work in a fast-paced environment, prioritizing tasks and managing multiple projects
• Develop and maintain accurate records of customer interactions and issue resolutions
• Participate in training and development programs to enhance skills and knowledge

What We Are Looking For

• 0-1 year of experience in customer service or technical support
• Proficient in Excel and other Microsoft Office applications
• Strong problem-solving and analytical skills
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment and prioritize tasks
• Strong attention to detail and ability to maintain accurate records
• Ability to work effectively in a team environment
• Strong customer service skills and ability to provide exceptional customer experiences
• Ability to adapt to changing priorities and technologies

Nice to Have

• Experience with Google Cloud, AWS, or Microsoft Azure
• Familiarity with IT service management frameworks and processes
• Experience with customer relationship management (CRM) software
• Certification in ITIL or other relevant certifications

Benefits and Perks

• Flexible and remote work arrangements
• Comprehensive training and development programs
• Opportunity to work with a variety of clients and technologies
• Collaborative and dynamic work environment
• Competitive salary and benefits package
• Opportunity for career advancement and professional growth
• Access to cutting-edge technologies and tools
• Recognition and reward programs for outstanding performance
• Employee wellness and mental health support programs

• Make sure to highlight your problem-solving skills and ability to work in a fast-paced environment in your application and interview.
• Showcase your passion for delivering exceptional customer experiences and your ability to work effectively in a team environment.
• Be prepared to provide examples of times when you have gone above and beyond to solve a customer issue or provide exceptional service.
• Develop a strong understanding of Kyndryl's products and services, and be prepared to ask informed questions during the interview process.
• Consider obtaining certifications in ITIL or other relevant areas to enhance your skills and knowledge.
• Be prepared to discuss your experience with Excel and other Microsoft Office applications, and how you have used them to analyze data and solve problems.
• Research the company culture and values, and be prepared to discuss how you align with them and how you can contribute to the team's success.