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18 Feb 2022

Full-Time Dutch Technical Support Representative

Sheila Gauteng

Job Description

Why Kyndryl
Our world has never been more alive with opportunities and, at Kyndryl, we’re ready to seize them. We design, build, manage and modernize the mission-critical technology systems that the world depends on every day. Kyndryl is at the heart of progress — dedicated to helping companies and people grow strong. Our people are actively discovering, co-creating, and strengthening. We push ourselves and each other to seek better, to go further, and we carry this energy to our customers. At Kyndryl, we want you to keep growing, and we’ll provide plenty of opportunities to make that happen.

Please be aware that we have the Kyndryl candidate zone hosted by IBM for a certain period. If you have applied for an IBM role previously, you will be able to log into the candidate zone using your previous IBM log in details. When in the candidate zone, you will be able to see your previous applications for both IBM and Kyndryl.

For further information on privacy, please visit www.kyndryl.com/privacy.

Summary
Your Role and Responsibilities
Spends majority of time handling inbound contacts in a call centre environment ie. inbound calls, web tickets / chats, performing callbacks (outbound calls) & handling emails.
Forwards highly complex calls to the appropriate second level support team.
Takes ownership for and closes loop, ensuring customer satisfaction.
Responsibilities
Determines caller’s identity and confirms serial / employee number if necessary
Handles and closes loop on first contact resolution calls.
Forwards complex queries to the appropriate knowledgeable source
Fulfills and closes customer requests.
Requires command of written and verbal communication.
Required to understand Helpdesk queue system and where to refer calls.
Requires accuracy in handling incoming calls and web requests which can have an impact on revenue and Kyndryl’s overall customer satisfaction.
Accurately represents Kyndryl’s quality image and focus on customer satisfaction.
Exercises tact and courtesy when handling calls.
Handles calls according to Kyndryl’s and the Call Centre quality and productivity standards
Consistently ensures customer satisfaction
Takes ownership for and closes loop, ensuring customer satisfaction.
Required to record accurate and legible customer and call details in ticket management tool.
Performs and closes loop on first contact resolution queries for the customer.
Receives web requests, conducts outbound calls within prescribed service level agreements.
Accomplishes overall objectives of the job; provide support to customers within sponsor countries; within prescribed guidelines and ensure that customer BP satisfaction and Kyndryl’s focus on quality is adhered to.
Ensure adherence to Kyndryl’s business controls in all areas
Maintains an up to date and current knowledge base of all Kyndryl processes and systems in relation to our customers.
Assumes additional responsibility as and when required.
Experience or knowledge of Kyndryl’s call handling standards, practices and procedures.

Detailed Responsibilities
The TSR must provide excellent customer service.
The task is responsible for handling incoming contacts (email, telephone, chat) customer queries from the customer’s employees globally.
Timely resolution of critical customer requests to ensure THE CUSTOMER business continuity is required.
First Contact resolution rate of 80 % is required, in other words, the TSR should resolve 80% of their inbound requests themselves.
The TSR must be customer centric and ensure their full commitment to customer SLA’s and KPI’s.
The TSR should have a desire to develop knowledge on Kyndryl / THE CUSTOMER applications such as Lotus Notes, Windows Operating Systems, LAN/WAN networks and TCP/IP connectivity, Printing solutions, Main frame applications, Global Web architecture. The TSR also handles hardware related queries related to desktops and think Pads.
The TSR must manage their time to meet SLA’s on problem updates and ACD targets.
The TSR must work as part of a team and escalate issues where necessary to the Team Subject Matter Expert or Team Leader ensuring the group as a whole maintains ownership of the customer’s query at all times.
Problem determination and recording of accurate details on all incoming queries and problems is required.
Record accurate details of all actions taken when performing call/queue management
The TSR deals with both technical and non-technical people at all levels within the organisation they support.
The TSR uses acquired knowledge to assist other members of staff.
The TSR plays an active part in the induction of new members of staff.
The TSR plays an active and important part in improving quality.
The TSR ensures that department policy is adhered to (e.g. ISO processes, ITCS 300 guidelines, virus control, clean desk policy etc).
Undertake internal and external training as required.

The TSR continuously strives to improve technical ability.
The TSR MUST ensure that Aux Work Codes are used accurately.
The TSR must adhere to the monthly schedules as provided by the team leader.
The TSR must adhere to scheduled times for break, lunch and off-phone time.
The TSR must ensure that all users are kept fully up-to-date on the progression of their problem.
The TSR must liaise with the Subject matter Expert team and the Problem and Change Management team members as required.

Required Technical And Professional Expertise
Dutch language skills Technical knowledge specifically MS office Effective communication skills ability to present to customers and handle various activities in the CSAT squad Flexibility and adaptability

Analyze Measurements;Apply Knowledge Management Principles Across Teams;Apply Knowledge of ITIL;Apply Knowledge of Desktop Virtualization;Apply Knowledge of Lean/Agile Principles;Apply Knowledge of Ticketing Tools;Apply Knowledge of Wireless;Apply Windows v7 Skills;Perform Level 1 Application Support;Perform MIS/Reporting;Perform Real Time Queue Management;Perform Remote Takeover;

Customer Service Representative – Service Desk Delivery Level 1.5

Preferred Technical And Professional Experience
ITIL knowledge highly advantageous
In-depth knowledge of Windows Operating Systems or Networking highly advantageous.

Required Education
High School Diploma/GED

Preferred Education
High School Diploma/GED

Country/Region
South Africa

State / Province
GAUTENG

City / Township / Village
Johannesburg

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

Primary Job Category
Technical Specialist

Role ( Job Role )
Customer Service Representative

Employment Type
Full-Time

Contract type
Fixed Term – Long Term

Position Type
Professional

Travel Required
No Travel

Company
(Y063) Kyndryl South Africa (Pty) Limited

Is this role a commissionable/sales incentive based position?
No

How to Apply

Check out this job from Kyndryl https://www.linkedin.com/jobs/view/2922913575/

Job Categories: WordPress. Job Types: Full-Time. Job Tags: Dutch Technical Support Representative and rep.

Job expires in 82 years.

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