Job Description

Who We AreAt Kyndryl, 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 \xe2\x80\x93 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 RoleHave you been wanting to get into IT but don\xe2\x80\x99t 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\xe2\x80\x99s a good chance you\xe2\x80\x99ll 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\xe2\x80\x99ll 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\xe2\x80\x99ll teach you the rest. It\xe2\x80\x99s a fun and fast-paced role where you\xe2\x80\x99ll start learning and contributing right away. The first month, you learn the ropes and get set up with one client on production. Soon, you\xe2\x80\x99ll be multi-tasking and providing interactive solutions (chat, email, MS Teams) while treating our customers to concierge-level care.You will also work with back-office teams to handle escalations. This is your chance to work alongside senior co-workers who will share their knowledge. As you interact with many different people on a variety of problems, you\xe2\x80\x99ll grow your experience, skill, and grasp of what other job roles do. In addition, there are plentiful opportunities to find and work with mentors.You can become an expert with Microsoft 365, especially Excel, and get trained on a variety of different platforms. And you can earn certifications including Google Cloud, Azure, Microsoft, etc. In fact, the learning opportunities are what most people like best about this role. It\xe2\x80\x99s fun, challenging, and fast-paced \xe2\x80\x93 you definitely won\xe2\x80\x99t be bored!Your future at Kyndryl
This is a true \xe2\x80\x9cstart here, go anywhere\xe2\x80\x9d opportunity. As you get a close-up look at a wide variety of Kyndryl job roles, you can choose your career path. Many have moved up to the 2nd or 3rd level escalation team. Others go on to further education/certifications and more senior or technical roles.You\xe2\x80\x99re good at what you do and possess the required experience to prove it. However, equally as important \xe2\x80\x93 you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused \xe2\x80\x93 someone who prioritizes customer success in their work. And finally, you\xe2\x80\x99re open and borderless \xe2\x80\x93 naturally inclusive in how you work with others.Key Responsibilities:Provide customer technical support to client via all incoming support channels - via telephone, email, chat, and web channels,Verify entitlement, perform problem determination, resolve, and close the problem, or route the incident record to the appropriate level of support,Using technical resources and tools, support the client by answering questions and responding to client requirements,Utilize product, technology, industry and/or services skills to identify problems which may be related to product installation, update, configuration, operations, or performanceGuide the client, advising on potential resolutions and their implementation, and play a key role in overall client satisfactionWho You AreJob Qualifications:Candidates must be based in New Brunswick and within a commutable distance to 8806 Main Street, Florenceville-Bristol, NB E7L 3G2On-site, in-office attendance is required as needed. Training will be on-site full-time for 2-4 weeks, with flexibility to work remotely afterwardExcellent communication (written & verbal / spelling & grammar)Excellent customer service skillsUnderstanding of system resources and allocationMinimum keyboarding speed of 30 WPMProfessional work attitude, ability to learnProficient in demonstrating ability to identify solutions based on established processes and procedures (i.e. Knowledge-base Tool)Accurately log all interactions via established business processes and toolEffectively manage length of calls/handle timePreferred Qualifications:Desktop Hardware and associated peripheralsKnowledge of networking, internet and intranet, and operating systemsGeneral knowledge of MS Products and configuration (Outlook) Microsoft Standard Office Products (Outlook/Word/Excel)Proficiency in navigating and configuring the OSTablet and cell phone configurationShift Requirements:Shift Requirement: Flexibility to work a variety of shifts - Service Desk is open 7/24/365Shift Schedule: The role entails a 40-hour work week with a monthly schedule. The shifts include 8:00 AM to 5:00 PM, 4:30 PM to midnight, and midnight to 8:00 AM. There may be variations for coverage, such as shifts starting at 6:00 AM or 11:00 AM.Shift Rotation: Shifts rotate monthly, with the team of about 18 members typically working five to six day shifts, followed by a couple of evening and overnight shifts, then back to day shifts. The schedule includes weekends due to the 24/7 nature of the role, with two to three evening/overnight shifts and two to three weekend shifts per year, subject to change due to vacations or other needs.Being YouDiversity is a whole lot more than what we look like or where we come from, it\xe2\x80\x99s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we\xe2\x80\x99re 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 \xe2\x80\x93 and everyone next to you \xe2\x80\x93 the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That\xe2\x80\x99s the Kyndryl Way.What You Can ExpectWith 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. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter \xe2\x80\x93 wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. 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.Get Referred!If you know someone that works at Kyndryl, when asked \xe2\x80\x98How Did You Hear About Us\xe2\x80\x99 during the application process, select \xe2\x80\x98Employee Referral\xe2\x80\x99 and enter your contact\'s Kyndryl email address.

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