Overview

Job Description for Customer Service Representative – MULTIPLE CITIES

Attend and resolve problems reported by end users on telephone / email.
– Attend telephone calls made to help desk by end user, take all necessary details about the problem and users/assets and try to resolve the problem on telephone./Check all Email Requests and take appropriate steps to get the Issue reported resolved.
– Ensure that calls/Emails/Web Tickets received at Helpdesk are responded in specified time frame and resolved /escalated.
– Record all calls/Emails into the tool(s) provided by kyndryl.
– Ensure that calls / emails /Web Tickets as responded per SLAs defined.
– Provide system status recording for in scope systems with status information such as known major incidents and estimated recovery times;
– Monitor problem status to facilitate problem closure within defined Service Level criteria or escalate in accordance with the escalation procedures the Procedures Manual defines;
– With SME’s assistance, establish and maintain Call prioritization guidelines and escalation procedures;
– Maintain an escalation/notification contact list of SERVICE PROVIDER Focal Point, including names, email and telephone and provide to CUSTOMER for distribution;
– Adhere to the predefined guidelines of call management process.- Ensure that all tickets are transferred to the right resolver groupsRequired Technical and Professional Experience

  • 1 to 3 years of relevant industry experience in which minimum 1 year of experience should be as a technical support executive or similar profile in technical support center / Service Desk environments. Excellent communication skill in Hindi & English

Preferred Technical and Professional Experience

  • 1 to 3 years of relevant industry experience in which minimum 1 year of experience should be as a technical support executive or similar profile in technical support centre Service Desk environments.
  • Excellent communication skill in Hindi & English

Required Education
Bachelor’s Degree

Preferred Education
Master’s Degree

About IBM-Kyndryl

Kyndryl Holdings, Inc. is an American multinational information technology infrastructure services provider that designs, builds, manages and develops large-scale information systems. The company was created from the spin-off of IBM's infrastructure services business.