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Kyndryl, Inc. Technical Support Associate in Hyderabad, India

Your Role and Responsibilities

As Tech Support Associate, you are responsible to effectively handle difficult customer interactions and challenging customer problems without the need for supervisory intervention; maintain poise and professionalism even with very difficult and demanding customers.

Responsibilities:

Be part of a team of technical experts, motivated by a desire to facilitate customers and be responsible for providing voice support to IBM Internal End Users and External Commercial Account End Users across North America, EMEA and Asia-Pacific.

Handling complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers

Providing remote Infrastructure support delivery and performing problem cause analysis

Collaborating with fellow support colleagues and other internal organizations to provide superior customer service

Acting as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements.

Anticipating customer needs and effectively addressing concerns related to their issue or resolution

Providing direct technical assistance to customers via phone, email, and chat.

About Business Unit :

This position currently sits within Global Technology Services (GTS) Infrastructure Services (IS) or a shared services function supporting GTS.

As announced in October 2020, IBM intends that its managed infrastructure services business of the GTS organization will become an independent company named Kyndryl by the end of 2021, creating two distinct and powerful market-leading companies.

Together, we will advance the vital systems that power the digital economy. Serving over 4,600 technology-intensive, highly regulated customers, including over 75% of the Fortune 100, our people will design, run, and manage the most modern and reliable technology infrastructure that the world depends on today.

We will work flexibly and in partnership with our customers to amplify business outcomes while always pushing ourselves to improve and meet all opportunities. Come join our team of diverse, devoted, and empathetic technology experts who are at the center of discovering what's next.

Please note: The final decision if this position will transition from IBM to Kyndryl is yet to be confirmed.

Required Technical and Professional Expertise

Minimum of up to 2 years of experience in IT Industry

Proficient to ensure customer issues are resolved in the most timely and effective manner possible

Demonstrable ability to handle various tasks or projects with changing priorities.

Experience to utilize available time efficiently in order to achieve effective and efficient results

Hands-on expertise to assemble a complete and accurate problem/symptom description of reported issues.

Solid experience to successfully solve problems and narrow down reported issues, identify root causes, and find creative solutions to effectively address customer concerns.

Ability to identify basic hardware parts and aware of basic hardware concepts

Experience in user level familiarity with at least one e-mail client - Outlook, Notes etc.

Questioning skills /probing skills, as relevant to the issue and level of the caller.

Find opportunity and implement process improvements

Ability to empathize and work with customers in real-time to resolve issues.

Preferred Technical and Professional Experience

Ability to work well in a fast-paced environment

Awareness of basic networking concepts and technologies

Ability to meet a set of defined account agent productivity measurement

Willingness to work in shifts as needed

You love collaborative environments that use agile methodologies to encourage creative design thinking and find innovative ways to develop with cutting edge technologies

Ambitious individual who can work under their own direction towards agreed targets/goals and with creative approach to work

Intuitive individual with an ability to manage change and proven time management

Proven interpersonal skills while contributing to team effort by accomplishing related results as needed

Up-to-date technical knowledge by attending educational workshops, reviewing publications

Required Education Bachelor's Degree

Preferred Education Master's Degree

Country/Region India

State / Province TELANGANA

City / Township / Village Hyderabad

Being You @ Kyndryl

Kyndryl 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, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics. Kyndryl is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

Other things to know

When applying to jobs of your interest, we recommend that you do so for those that match your experience and expertise. Our recruiters advise that you apply to not more than 3 roles in a year for the best candidate experience.

For additional information about location requirements, please discuss with the recruiter following submission of your application.

Primary job category Product Services

Role ( Job Role ) Technical Support Representative

Employment Type Full-Time

Contract type Fixed Term - Short Term

Position Type Early Professional

Travel Required No Travel

Company (Y030) Kyndryl Solutions Private Limited

Is this role a commissionable/sales incentive based position? Yes

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