Mandarin Senior Agent Service Desk

Who We Are

At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities.

The Role

Key Responsibilities

• Serve as the first point of contact for customers, providing assistance via chat, email, and MS Teams.
• Troubleshoot and resolve customer issues with empathy and professionalism.
• Collaborate with back-office teams to manage and resolve escalations.
• Deliver concierge-level customer care while maintaining a positive experience.
• Learn and adapt quickly to new technologies and platforms.
• Support customers with Microsoft 365 tools, especially Excel, and other applications.
• Document and track customer interactions accurately in the system.
• Participate in training programs to gain certifications (e.g., Google Cloud, Azure, Microsoft).
• Work closely with senior team members and mentors to develop technical and problem-solving skills.
• Handle multiple tasks in a fast-paced environment while meeting service level agreements (SLAs).
• Contribute to continuous improvement by identifying and suggesting process enhancements.
  
  

Your future at Kyndryl

This is a true “start here, go anywhere” opportunity. As you get a close-up look at a wide variety of Kyndryl job roles, you can choose your career path. Many have moved up to the 2nd or 3rd level escalation team. Others go on to further education/certifications and more senior or technical roles.

Who You Are

You’re good at what you do and possess the required experience to prove it. However, equally as important – you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused – someone who prioritizes customer success in their work. And finally, you’re open and borderless – naturally inclusive in how you work with others.

Required Skills And Experience

• 2 to 3 years of relevant experience
• Mandarin Speaker
• Knowledge of Windows, Mac, or Linux operating systems
• Support help desk knowledge
• Troubleshooting and problem-solving skills
• Customer support knowledge
• Active listener with flexibility to modify approach and adapt to customer needs
  
  

Preferred Qualifications

• Experience working with Windows, Mac, or Linux operating systems
• Experience modifying approaches and adapting to customer needs
  
  

Being You

Diversity is a whole lot more than what we look like or where we come from, it’s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we’re not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you – and everyone next to you – the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That’s the Kyndryl Way.

What You Can Expect

With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter – wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed.

Get Referred!

If you know someone that works at Kyndryl, when asked ‘How Did You Hear About Us’ during the application process, select ‘Employee Referral’ and enter your contact's Kyndryl email address.