Technical Support Representative at Kyndryl

📍 Job Overview

Job Title: Technical Support Representative
Company: Kyndryl
Location: Heredia, Costa Rica
Job Type: On-site
Category: Customer Support & Services
Date Posted: 2025-06-17
Experience Level: Entry-level (0-2 years)

🚀 Role Summary

📝 Enhancement Note: This role is an excellent entry point into the tech industry for individuals without prior technical experience, offering a wide range of learning opportunities and career growth potential.
Kyndryl, a global technology services company, is seeking a Technical Support Representative to provide exceptional customer support and troubleshoot technical issues for their clients.
This role combines customer service skills with problem-solving and technical aptitude, making it an ideal starting point for those interested in pursuing a career in IT.
Technical Support Representatives at Kyndryl work closely with various teams, gaining exposure to different job roles and learning opportunities.

💻 Primary Responsibilities

📝 Enhancement Note: The primary responsibilities of this role involve providing first-line support, troubleshooting technical issues, and collaborating with internal teams to resolve escalated problems.
Customer Support: Serve as the first point of contact for clients, addressing their technical queries and concerns via chat, email, and MS Teams.
Troubleshooting: Diagnose and resolve technical issues related to various operating systems, software, and hardware.
Collaboration: Work closely with internal teams, such as back-office teams, to handle escalated issues and ensure customer satisfaction.
Learning & Development: Continuously learn and expand your technical skills by working alongside senior colleagues and obtaining certifications in platforms like Microsoft, Google Cloud, and Azure.

🎓 Skills & Qualifications

Education: High school diploma or equivalent; relevant coursework or certifications are a plus but not required.

Experience: 1+ year of work experience in any industry; customer service or help desk experience is beneficial but not mandatory.

Required Skills:

Advanced English proficiency
Knowledge of Windows, Mac, or Linux operating systems
Support help desk knowledge
Strong troubleshooting and problem-solving skills
Excellent customer support skills
Active listening and adaptability to customer needs

Preferred Skills:

Experience working with Windows, Mac, or Linux operating systems
Troubleshooting and problem-solving expertise
Support help desk experience
Customer support experience
Experience modifying approaches and adapting to customer needs

📊 Web Portfolio & Project Requirements

📝 Enhancement Note: As this role is not web development-specific, there are no portfolio requirements related to web projects. However, demonstrating problem-solving skills through past experiences or projects can be beneficial.

Problem-Solving Projects: Highlight any past experiences or projects that showcase your ability to troubleshoot and resolve technical issues.

💵 Compensation & Benefits

Salary Range: The salary range for this role is not explicitly stated. However, based on market research, entry-level customer support roles in Costa Rica typically range between ₡600,000 - ₡800,000 (approximately $10,000 - $13,000 USD) per year.

Benefits:

Employee learning programs, including certifications in Microsoft, Google, Amazon, and other platforms
Company-wide volunteering and giving platform
Competitive benefits package (not specified)

Working Hours: Full-time position with standard working hours, including potential on-call rotations for 24/7 support.

🎯 Team & Company Context

🏢 Company Culture

Industry: Kyndryl operates in the technology services industry, providing mission-critical technology systems and support to Fortune 100 clients worldwide.

Company Size: Kyndryl is a large, global company with a diverse workforce, offering numerous learning opportunities and career growth prospects.

Founded: Kyndryl was founded in 2021 as a spin-off from IBM, bringing together IBM's Managed Infrastructure Services business.

Team Structure: The Technical Support team at Kyndryl consists of first-line support representatives, who work closely with various internal teams, such as back-office teams, to resolve escalated issues.

Development Methodology: Kyndryl employs a structured problem-solving approach, focusing on understanding customer needs, diagnosing issues, and providing effective solutions.

Company Website: Kyndryl

📝 Enhancement Note: Kyndryl's company culture emphasizes diversity, inclusion, and employee development, providing a supportive environment for growth and learning.

📈 Career & Growth Analysis

Web Technology Career Level: Although this role is not directly related to web technology, it serves as an entry point into the tech industry, offering opportunities to learn and grow within various IT disciplines.

Reporting Structure: Technical Support Representatives report to the Support Team Lead and work closely with other internal teams, such as back-office teams, to resolve escalated issues.

Technical Impact: In this role, you will directly impact customer satisfaction by providing effective technical support and troubleshooting solutions for their problems.

Growth Opportunities:

Career Progression: As you gain experience and develop your skills, you may advance to higher-level support roles, such as 2nd or 3rd level escalation teams, or pursue further education and certifications.
Technical Skill Development: Kyndryl offers numerous learning opportunities, allowing you to expand your technical skills and knowledge in areas like Microsoft, Google Cloud, and Azure.
Technical Leadership: As you grow within the company, you may have the opportunity to mentor new team members, lead projects, or contribute to process improvements.

📝 Enhancement Note: Kyndryl's Technical Support Representative role provides a strong foundation for building a successful career in the tech industry, with numerous learning opportunities and growth prospects.

🌐 Work Environment

Office Type: Kyndryl's office environment is professional and collaborative, with a focus on supporting employee growth and development.

Office Location(s): Heredia, Costa Rica

Workspace Context:

Collaborative Environment: The work environment encourages collaboration and knowledge-sharing among team members.
Supportive Infrastructure: Kyndryl provides state-of-the-art resources and tools to help employees succeed in their roles.
Flexible Work Arrangement: While this role is on-site, Kyndryl offers flexible work arrangements, such as remote work or hybrid options, depending on the specific team and role.

Work Schedule: Full-time position with standard working hours, including potential on-call rotations for 24/7 support.

📝 Enhancement Note: Kyndryl's work environment fosters growth, collaboration, and continuous learning, providing an ideal setting for entry-level professionals to develop their skills and advance their careers.

📄 Application & Technical Interview Process

Interview Process:

Application Review: Kyndryl will review your application, focusing on your problem-solving skills, customer service experience, and adaptability.
Phone Screen: A brief phone call to assess your communication skills and cultural fit.
On-site Interview: A face-to-face interview to evaluate your technical aptitude, problem-solving skills, and customer service approach.
Final Decision: Kyndryl will make a final decision based on your interview performance and cultural fit.

Portfolio Review Tips: As this role is not web development-specific, there are no portfolio requirements related to web projects. However, highlighting any past experiences or projects that demonstrate your problem-solving skills can be beneficial.

Technical Challenge Preparation: Familiarize yourself with common troubleshooting techniques, operating systems (Windows, Mac, Linux), and customer support best practices. Brush up on your English language skills, as advanced proficiency is required for this role.

ATS Keywords: Customer Support, Troubleshooting, Problem Solving, Active Listening, Flexibility, Windows, Mac, Linux, English, Customer Service, Help Desk, Technical Support, Entry-level, IT, Tech Industry, Career Growth, Learning Opportunities, Certifications, Microsoft, Google Cloud, Azure.

📝 Enhancement Note: Kyndryl's interview process focuses on assessing your problem-solving skills, customer service approach, and cultural fit, making it essential to highlight your relevant experiences and demonstrate your adaptability.

🛠 Technology Stack & Web Infrastructure

📝 Enhancement Note: As this role is not web development-specific, there is no relevant technology stack or web infrastructure to discuss. However, you will work with various operating systems, software, and hardware to troubleshoot and resolve technical issues.

👥 Team Culture & Values

Web Development Values: Although this role is not web development-specific, Kyndryl's company values emphasize customer focus, continuous learning, and collaboration, which are also essential for web development professionals.

Collaboration Style:

Cross-Functional Integration: Technical Support Representatives work closely with various internal teams, such as back-office teams, to resolve escalated issues and ensure customer satisfaction.
Code Review Culture: Not applicable to this role, as it is not web development-specific.
Knowledge Sharing: Kyndryl fosters a culture of knowledge-sharing and continuous learning, encouraging team members to collaborate and support one another's growth.

📝 Enhancement Note: Kyndryl's team culture emphasizes collaboration, knowledge-sharing, and continuous learning, providing an ideal environment for entry-level professionals to develop their skills and advance their careers.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Problem-Solving: Develop your problem-solving skills by tackling various technical issues and finding effective solutions for customers.
Adaptability: Learn to adapt your approach and modify your communication style to meet the unique needs of each customer.
Continuous Learning: Stay up-to-date with the latest technologies, operating systems, and troubleshooting techniques to provide the best possible support to customers.

Learning & Development Opportunities:

Technical Skill Development: Expand your technical skills and knowledge by working alongside senior colleagues and obtaining certifications in platforms like Microsoft, Google Cloud, and Azure.
Career Progression: As you gain experience and develop your skills, explore opportunities to advance to higher-level support roles or pursue further education and certifications.
Mentorship: Seek mentorship opportunities from senior team members to accelerate your learning and growth within the company.

📝 Enhancement Note: Kyndryl's Technical Support Representative role offers numerous challenges and growth opportunities, allowing entry-level professionals to develop their skills and advance their careers in the tech industry.

💡 Interview Preparation

Technical Questions:

Problem-Solving Scenarios: Be prepared to discuss your approach to troubleshooting technical issues and provide examples of successful problem-solving experiences.
Customer Service Scenarios: Demonstrate your customer service skills by walking through hypothetical scenarios and explaining how you would handle difficult customers or unique situations.
Adaptability: Show your ability to adapt your communication style and approach to meet the needs of diverse customers.

Company & Culture Questions:

Company Knowledge: Research Kyndryl's company culture, values, and mission to demonstrate your understanding of the organization and your alignment with their goals.
Team Dynamics: Prepare questions to ask about the team's structure, collaboration, and growth opportunities to show your interest in the role and the company.
Career Growth: Inquire about potential career paths, learning opportunities, and growth prospects within the company to demonstrate your long-term commitment and ambition.

Portfolio Presentation Strategy: As this role is not web development-specific, there are no portfolio requirements related to web projects. However, highlighting any past experiences or projects that demonstrate your problem-solving skills and customer service approach can be beneficial.

📝 Enhancement Note: Kyndryl's interview process focuses on assessing your problem-solving skills, customer service approach, and cultural fit, making it essential to prepare for technical and behavioral questions related to these areas.

📌 Application Steps

To apply for the Technical Support Representative position at Kyndryl:

Submit your application through the Kyndryl careers portal.
Tailor your resume to highlight your problem-solving skills, customer service experience, and adaptability.
Prepare for the interview process by researching Kyndryl's company culture, values, and mission, and practicing your problem-solving and customer service skills.
Consider seeking mentorship opportunities from senior team members or industry professionals to gain insights into the role and the company.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Technical Support Representative