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Job Description:
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 Kyndryl 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.
Required Technical And Professional Expertise
Proficient to ensure customer issues are resolved in the most timely and effective manner possible
Experience to utilize available time efficiently in order to achieve effective and efficient results
Ability to identify basic hardware parts and aware of basic hardware concepts
Questioning skills /probing skills, as relevant to the issue and level of the caller
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
Willingness to work in shifts as needed
Ambitious individual who can work under their own direction towards agreed targets/goals and with creative approach to work
Proven interpersonal skills while contributing to team effort by accomplishing related results as needed
Required Education
Bachelor's Degree
Preferred Education
Master's Degree
About Company:
