Technical Support Representative-Portuguese & English at Kyndryl

📍 Job Overview

Job Title: Technical Support Representative - Portuguese & English
Company: Kyndryl
Location: Heredia, Costa Rica
Job Type: Full-Time
Category: Customer Support / Technical Support
Date Posted: 2025-06-12
Experience Level: Entry-level to Mid-level
Remote Status: On-site (Heredia, Costa Rica)

🚀 Role Summary

Serve as the face and voice of Kyndryl, providing exceptional customer support and troubleshooting assistance in Portuguese and English.
Gain valuable experience in IT support and customer service, with opportunities to learn and grow within the company.
Collaborate with various teams and mentors to expand knowledge and skills in technology and customer service.

📝 Enhancement Note: This role offers a unique opportunity for individuals interested in entering the IT field, as it provides a supportive environment to learn and grow while delivering excellent customer service.

💻 Primary Responsibilities

Customer Interaction: Handle customer inquiries and troubleshooting requests via chat, email, and MS Teams, providing interactive solutions and concierge-level care.
Problem Solving: Diagnose and resolve technical issues, escalating complex problems to back-office teams when necessary.
Learning & Development: Absorb and apply new knowledge continuously, becoming an expert in Microsoft 365, especially Excel, and other platforms through training and mentorship.
Team Collaboration: Work closely with various teams, including senior co-workers, to share knowledge and contribute to a collaborative work environment.

📝 Enhancement Note: This role requires strong problem-solving skills, active listening, and the ability to adapt to customer needs, making it an excellent fit for individuals with a customer-focused mindset and a growth-oriented attitude.

🎓 Skills & Qualifications

Education: High school diploma or equivalent. Relevant coursework or certifications in customer service or IT support is a plus.

Experience: Entry-level to mid-level experience in customer service or IT support is preferred but not required. Familiarity with Windows, Mac, or Linux operating systems is essential.

Required Skills:

Intermediate to advanced proficiency in Portuguese and English
Knowledge of Windows, Mac, or Linux operating systems
Support help desk knowledge
Troubleshooting and problem-solving skills
Customer support knowledge
Active listening and flexibility to adapt 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

📝 Enhancement Note: While technical experience is not required for this role, a strong foundation in customer service and a willingness to learn and grow in the IT field are crucial for success.

📊 Web Portfolio & Project Requirements

Portfolio Essentials: Not applicable, as this role focuses on customer service and support rather than web development or design projects.

Technical Documentation: Not applicable, as this role does not require the submission of technical documentation.

💵 Compensation & Benefits

Salary Range: The salary range for this position is not provided. However, entry-level customer service representatives in Costa Rica typically earn between ₡600,000 and ₡800,000 per year (approximately USD $10,000 to $13,000).

Benefits:

Employee learning programs, including certifications from Microsoft, Google, Amazon, and more
Company-wide volunteering and giving platform
Diversity and inclusion initiatives

Working Hours: Full-time position with standard business hours, Monday through Friday, 8:00 AM to 5:00 PM (local time). Occasional overtime may be required to meet customer needs.

📝 Enhancement Note: While the salary range is not provided, entry-level customer service representatives in Costa Rica typically earn between ₡600,000 and ₡800,000 per year. This range is based on regional market research and cost of living adjustments.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology and consulting services

Company Size: Large (over 100,000 employees)

Founded: 2021 (as Kyndryl; previously a division of IBM)

Team Structure:

Customer Support Team: Handles customer inquiries and troubleshooting requests via chat, email, and MS Teams.
Back-Office Teams: Supports the customer support team by handling escalations and providing technical expertise.
Mentors and Senior Co-workers: Share knowledge and contribute to a collaborative work environment.

Development Methodology:

Agile methodologies for continuous improvement and adaptation to customer needs
Regular training and mentorship opportunities to foster professional growth

Company Website: Kyndryl

📝 Enhancement Note: Kyndryl is a global technology services company that spun off from IBM in 2021. It focuses on providing mission-critical technology systems and support to Fortune 100 clients, fostering a collaborative and inclusive work environment.

📈 Career & Growth Analysis

Customer Support Representative: Entry-level to mid-level position responsible for handling customer inquiries and troubleshooting requests, providing excellent customer service, and learning and growing within the company.

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

Technical Impact: Directly impacts customer satisfaction and loyalty by providing exceptional support and troubleshooting assistance.

Growth Opportunities:

Progression to higher levels within the customer support team (e.g., 2nd or 3rd level escalation team)
Pursuit of further education, certifications, and more senior or technical roles within the company

📝 Enhancement Note: This role offers numerous opportunities for growth and development, allowing individuals to explore various career paths within the company and expand their skills and knowledge in the IT field.

🌐 Work Environment

Office Type: On-site, with a focus on collaboration and teamwork

Office Location(s): Heredia, Costa Rica

Workspace Context:

Collaborative work environment with opportunities to work with various teams and mentors
Access to state-of-the-art resources and Fortune 100 clients, providing innovative and challenging projects
Employee learning programs, including certifications from Microsoft, Google, Amazon, and more

Work Schedule: Full-time position with standard business hours, Monday through Friday, 8:00 AM to 5:00 PM (local time). Occasional overtime may be required to meet customer needs.

📝 Enhancement Note: Kyndryl offers a collaborative and inclusive work environment, with opportunities for professional growth and development through employee learning programs and mentorship.

📄 Application & Technical Interview Process

Interview Process:

Phone or video screening to assess communication skills and cultural fit
In-depth interview to discuss problem-solving skills, customer service experience, and technical knowledge
Final interview with the hiring manager to discuss career goals and fit within the team

Portfolio Review Tips: Not applicable, as this role does not require a portfolio submission.

Technical Challenge Preparation:

Brush up on Windows, Mac, or Linux operating systems and basic troubleshooting skills
Familiarize yourself with customer service best practices and active listening techniques
Research Kyndryl's company culture and values to demonstrate a strong cultural fit

ATS Keywords: Customer service, technical support, troubleshooting, problem-solving, active listening, Portuguese, English, Windows, Mac, Linux, collaboration, teamwork, mentorship, growth, development

📝 Enhancement Note: While this role does not require a technical challenge or portfolio submission, it is essential to demonstrate strong problem-solving skills, customer service experience, and a willingness to learn and grow within the company during the interview process.

🛠 Technology Stack & Web Infrastructure

Technology Stack: Not applicable, as this role focuses on customer service and support rather than web development or design.

Web Infrastructure: Not applicable, as this role does not involve web infrastructure management or development.

📝 Enhancement Note: While this role does not require a specific technology stack or web infrastructure knowledge, a strong foundation in customer service and a willingness to learn and grow in the IT field are crucial for success.

👥 Team Culture & Values

Customer Support Values:

Customer-centric approach, prioritizing customer success in all interactions
Collaboration and teamwork, working closely with various teams to provide exceptional support
Continuous learning and improvement, staying up-to-date with the latest technologies and best practices
Adaptability and flexibility, modifying approaches and adapting to customer needs

Collaboration Style:

Cross-functional integration between customer support, back-office teams, and mentors
Code review culture and peer programming practices to share knowledge and improve skills
Knowledge sharing, technical mentoring, and continuous learning to foster professional growth

📝 Enhancement Note: Kyndryl fosters a customer-centric and collaborative work environment, with a strong focus on continuous learning and improvement.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Handling complex customer issues and troubleshooting requests
Learning and applying new knowledge continuously, becoming an expert in various platforms and technologies
Balancing customer support responsibilities with professional development and growth opportunities

Learning & Development Opportunities:

Employee learning programs, including certifications from Microsoft, Google, Amazon, and more
Mentorship and guidance from senior co-workers and mentors
Exposure to various job roles and career paths within the company

📝 Enhancement Note: This role offers numerous opportunities for growth and development, allowing individuals to expand their skills and knowledge in the IT field while providing exceptional customer support and troubleshooting assistance.

💡 Interview Preparation

Technical Questions:

Describe a time when you had to troubleshoot a complex technical issue. Walk us through your process and the outcome.
How do you stay up-to-date with the latest technologies and best practices in customer service and support?
Can you share an example of a time when you had to adapt your approach to meet a customer's unique needs?

Company & Culture Questions:

Why are you interested in working for Kyndryl, and what do you hope to gain from this experience?
How do you prioritize customer success in your work, and can you provide an example of a time when you went above and beyond to ensure a customer was satisfied?
How do you approach learning and growth in your career, and what steps have you taken to develop your skills and knowledge in the IT field?

Portfolio Presentation Strategy: Not applicable, as this role does not require a portfolio submission.

📝 Enhancement Note: During the interview process, be prepared to discuss your problem-solving skills, customer service experience, and willingness to learn and grow within the company. Research Kyndryl's company culture and values to demonstrate a strong cultural fit.

📌 Application Steps

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

Submit your application through the application link provided.
Prepare for the phone or video screening by practicing your communication skills and demonstrating your cultural fit.
Brush up on your problem-solving skills, customer service experience, and technical knowledge in preparation for the in-depth interview.
Research Kyndryl's company culture and values to ensure a strong cultural fit and prepare for the final interview with the hiring manager.

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

Technical Support Representative-Portuguese & English