📍 Job Overview

Job Title: Technical Support Representative - Portuguese & English
Company: Kyndryl
Location: Heredia, Costa Rica (Remote)
Job Type: Full-Time
Category: Customer Support / Technical Support
Date Posted: June 17, 2025
Experience Level: Entry-Level to Mid-Level (0-2 years)
Remote Status: Remote (Telecommute)

🚀 Role Summary

Key Responsibilities:
- Provide technical support to customers via chat, email, and MS Teams.
- Troubleshoot and resolve customer issues related to various platforms and software.
- Collaborate with back-office teams to handle escalations.
- Learn and become an expert in Microsoft 365, especially Excel.
- Gain experience and certifications in platforms like Google Cloud, Azure, and Microsoft.

📝 Enhancement Note: This role offers a unique opportunity for individuals interested in tech but without prior experience, as it combines customer service and problem-solving skills with technical support.

💻 Primary Responsibilities

Customer Support:
- Act as the primary point of contact for customers, providing assistance and resolving technical issues.
- Maintain a high level of customer satisfaction by delivering excellent service and support.
Troubleshooting:
- Diagnose and resolve technical problems related to various operating systems, software, and hardware.
- Collaborate with back-office teams to handle complex escalations and find solutions.
Learning and Development:
- Continuously learn and gain expertise in Microsoft 365 and other relevant platforms.
- Pursue certifications in Google Cloud, Azure, Microsoft, and other technologies.
Multi-Tasking:
- Manage multiple customer interactions and tasks simultaneously while maintaining a high level of productivity.

🎓 Skills & Qualifications

Education: High school diploma or equivalent. Relevant certifications are a plus but not required.

Experience:

At least 6 months of technical support experience.
Knowledge of Windows, Mac, or Linux operating systems.
Support help desk knowledge and experience.

Required Skills:

Intermediate to advanced proficiency in Portuguese and English.
Strong troubleshooting and problem-solving skills.
Excellent communication and active listening skills.
Customer support knowledge and experience.
Ability to adapt and modify approaches based on customer needs.

Preferred Skills:

Previous experience in a support help desk role.
Experience modifying approaches and adapting to customer needs.
Familiarity with Microsoft 365, Excel, Google Cloud, Azure, or other relevant platforms.

📝 Enhancement Note: While prior technical experience is not required, candidates with some familiarity with operating systems and basic troubleshooting skills will likely have an easier time adjusting to the role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

A portfolio demonstrating problem-solving skills and customer service experience is a plus but not required.
Examples of successful customer interactions, resolved issues, or positive feedback can be included.

Technical Documentation:

Not applicable for this role, as it focuses more on customer service and soft skills rather than technical projects.

💵 Compensation & Benefits

Salary Range: The salary range for this role in Costa Rica is approximately ₡500,000 - ₡700,000 per month (USD 8,000 - USD 11,200 per year), depending on experience and qualifications. This estimate is based on market research and regional salary standards for entry-level technical support roles.

Benefits:

Employee learning programs, including certifications in Microsoft, Google Cloud, Azure, and more.
Company-wide volunteering and giving platform.
Diversity and inclusion initiatives.

Working Hours: Full-time, 40 hours per week, with flexible scheduling to accommodate customer needs and time zones.

📝 Enhancement Note: The salary range provided is an estimate and may vary based on individual qualifications, experience, and market conditions. Benefits and working hours may also be subject to change.

🎯 Team & Company Context

🏢 Company Culture

Industry: Information Technology and Services

Company Size: Large (10,001+ employees)

Founded: 2021 (as a spin-off from IBM)

Team Structure:

The technical support team consists of representatives, team leads, and managers.
Representatives work closely with back-office teams to handle escalations and learn from senior colleagues.
The team follows a collaborative and supportive culture, with opportunities for mentorship and growth.

Development Methodology:

The team follows an Agile/Scrum methodology for managing customer interactions and troubleshooting processes.
Regular team meetings and one-on-ones are held to discuss performance, provide feedback, and address any concerns.

Company Website: Kyndryl

📝 Enhancement Note: Kyndryl is a relatively new company, having spun off from IBM in 2021. As such, it offers a unique opportunity for employees to grow with the organization and make a significant impact on its culture and success.

📈 Career & Growth Analysis

Web Technology Career Level: Entry-Level to Mid-Level Technical Support Representative

Reporting Structure: Reports directly to the Technical Support Team Lead or Manager.

Technical Impact: As a Technical Support Representative, you will directly impact customer satisfaction and experience by resolving their technical issues efficiently and effectively. Your work will also contribute to the continuous improvement of support processes and documentation.

Growth Opportunities:

Move up to the 2nd or 3rd level escalation team.
Pursue further education, certifications, and more senior or technical roles.
Explore other job roles within Kyndryl, as the position offers a close-up look at various career paths in the tech industry.

📝 Enhancement Note: The Technical Support Representative role at Kyndryl provides ample opportunities for growth and development, both within the team and across the broader organization. With a focus on learning and continuous improvement, employees can build a successful career in tech support or explore other roles within the company.

🌐 Work Environment

Office Type: Remote (Telecommute) with occasional in-person training or team-building events.

Office Location(s): Heredia, Costa Rica (CRAFZ Heredia (CRAFZ) Afz)

Workspace Context:

As a remote employee, you will work from a home office or other suitable workspace with a stable internet connection.
Kyndryl provides the necessary tools and equipment for remote work, including laptops, software, and communication platforms.
The work environment is collaborative and supportive, with regular team meetings and one-on-ones to ensure open communication and address any concerns.

Work Schedule: Flexible scheduling to accommodate customer needs and time zones. The typical workweek is 40 hours, with opportunities for overtime or flexible hours as needed.

📝 Enhancement Note: The remote work environment at Kyndryl offers a high degree of flexibility, allowing employees to balance their personal and professional lives while providing excellent customer support.

📄 Application & Technical Interview Process

Interview Process:

Phone or video screening to assess communication skills and cultural fit.
Technical assessment or case study to evaluate problem-solving skills and customer service aptitude.
Final interview with the hiring manager or team lead to discuss the role, team dynamics, and career growth opportunities.

Portfolio Review Tips:

Not applicable for this role, as it focuses more on customer service and soft skills rather than technical projects.

Technical Challenge Preparation:

Brush up on your troubleshooting skills and customer service experience.
Familiarize yourself with common technical support scenarios and best practices.
Prepare examples of successful customer interactions or problem-solving experiences.

ATS Keywords: (Relevant keywords for resume optimization)

Technical Support
Customer Service
Problem Solving
Troubleshooting
Active Listening
Windows
Mac
Linux
Help Desk
Flexibility
Adaptability
Microsoft 365
Excel
Google Cloud
Azure

📝 Enhancement Note: When applying for this role, be sure to highlight your customer service experience, problem-solving skills, and any relevant technical knowledge. Tailor your resume and cover letter to emphasize these skills and demonstrate your fit for the position.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

Microsoft Teams
Email (Outlook or Gmail)
Ticketing system (e.g., Zendesk, Jira Service Management, or similar)

Operating Systems:

Windows
Mac
Linux

Relevant Technologies:

Microsoft 365
Excel
Google Cloud
Azure

📝 Enhancement Note: As a Technical Support Representative, you will work with various operating systems and technologies to assist customers with their technical issues. Familiarize yourself with these tools and platforms to excel in the role.

👥 Team Culture & Values

Customer Support Values:

Kyndryl values exceptional customer service, with a focus on delivering high-quality support and resolving customer issues efficiently and effectively.
The company emphasizes active listening, empathy, and a customer-centric approach to problem-solving.

Collaboration Style:

Kyndryl fosters a collaborative and supportive work environment, with regular team meetings and one-on-ones to ensure open communication and address any concerns.
The team encourages knowledge sharing, mentoring, and continuous learning to improve customer support skills and processes.

📝 Enhancement Note: Kyndryl's customer support team values exceptional customer service, collaboration, and continuous learning. By embracing these values, you can contribute to the team's success and grow both personally and professionally.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Handling complex customer issues and escalations.
Troubleshooting and resolving technical problems across various operating systems and platforms.
Keeping up with the latest technologies and best practices in technical support.

Learning & Development Opportunities:

Pursuing certifications in Microsoft, Google Cloud, Azure, and other relevant technologies.
Attending industry conferences, workshops, and training sessions to expand your knowledge and skills.
Seeking mentorship and guidance from senior colleagues to grow both personally and professionally.

📝 Enhancement Note: The Technical Support Representative role at Kyndryl offers numerous challenges and growth opportunities, allowing you to develop your skills, gain experience, and advance your career in the tech industry.

💡 Interview Preparation

Technical Questions:

Describe a complex customer issue you've handled in the past and how you resolved it.
How do you approach troubleshooting and diagnosing technical problems?
Can you walk me through your process for handling a customer interaction, from initial contact to resolution?

Company & Culture Questions:

Why are you interested in working for Kyndryl?
How do you handle difficult or upset customers, and what steps do you take to ensure their satisfaction?
Can you describe a time when you went above and beyond to help a customer, and what was the outcome?

Portfolio Presentation Strategy:

Not applicable for this role, as it focuses more on customer service and soft skills rather than technical projects.

📝 Enhancement Note: When preparing for your interview, focus on your customer service experience, problem-solving skills, and any relevant technical knowledge. Be ready to discuss specific examples of successful customer interactions and troubleshooting scenarios.

📌 Application Steps

To apply for this Technical Support Representative - Portuguese & English position at Kyndryl:

Submit your application through the application link provided.
Tailor your resume and cover letter to highlight your customer service experience, problem-solving skills, and any relevant technical knowledge.
Prepare for your interview by researching Kyndryl's company culture, values, and customer support approach.
Practice common customer service scenarios and troubleshooting techniques to demonstrate your skills and aptitude for the role.

⚠️ 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-Portuguese & English