German Technical Support Representative(TSR) at Kyndryl

Your Role And Responsibilities
Summary:

• To provide technical support to customer regarding their IT environment – Applications, Hardware, Software, Network and Services in German language.
• Spends majority of time handling inbound contacts in a call centre environment (help desk) i.e., inbound calls, web tickets, chats, emails, performing call-backs (outbound calls) and creating tickets.
• To analyse and solve them depending on the priority, within set time frames and according to agreed service level agreement (SLA).
• To forward highly complex contacts 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 contact.
• Forwards complex queries to the appropriate knowledgeable source
• Fulfils and closes customer requests.
• Requires command of written and verbal communication.
• Required to understand Helpdesk ticketing system and queue system and where tickets are created, assigned, resolved, and closed.
• Requires accuracy in handling incoming contacts 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 contact 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 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, web, chat) customer queries.
• 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 Key Performance Indicator’s(KPI).
• The TSR should have a desire to develop knowledge on Kyndryl / THE CUSTOMER applications such as Windows Operating Systems, O365, Cloud, LAN/WAN networks, Printing and TCP/IP connectivity solutions, Mainframe applications, Global Web architecture.
• The TSR also handles hardware related queries related to desktops and think Pads, phones, printers.
• 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 telephony and chat 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

• Excellent verbal and written communication skills
• Fluency in native language (German).
• Fluency in English is mandatory, both written and verbal.
• Efficient computer / keyboard skills
• Excellent team player
• Experience in a call centre / service delivery environment (IT support highly advantageous)
• Excellent time management and ability to work shifts, weekends and Public Holidays (where needed)
• Ambition to extend technical knowledge
• Understanding of Kyndryl/ THE CUSTOMER business
• Ability to quickly assimilate technical and non-technical information.
• Excellent customer service skills with ability to deal with customers (regardless of level of seniority) in an efficient and courteous manner
• Stress tolerance - ability to diffuse irate end users as well as handle high call volumes.