Technical Support Representative (Japanese-English Bilingual) at Kyndryl in Makati

Job description

Who We Are At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world’s leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people—Kyndryls—that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive. The Role Your Role As a Technical Support Representative at Kyndryl , you'll be the first point of contact for customers, helping them resolve IT-related issues and ensuring a positive support experience. This role is ideal for individuals who are customer-focused, eager to learn, and interested in building a career in technology. You don't need deep technical experience to get started. We'll provide the training, tools, and support to help you succeed. What You'll Do Serve as the primary contact for customers seeking technical assistance and support. Respond to customer inquiries through multiple channels, including phone, chat, email, and Microsoft Teams. Diagnose and resolve common IT issues while delivering a high-quality customer experience. Log, track, and manage incidents and service requests in accordance with established processes and service levels. Escalate complex issues to technical specialists and collaborate with support teams to drive resolution. Communicate clearly and proactively with customers, providing updates and managing expectations throughout the support process. Build knowledge across a variety of platforms, technologies, and business environments through hands-on experience and continuous learning. Contribute to a culture of teamwork, innovation, and customer success while developing the skills needed for future career opportunities in IT and technology services. 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 Knowledge of Windows, macOS, or Linux operating systems. Basic help desk or IT support knowledge. Strong troubleshooting and problem-solving skills. Customer service and support mindset with a focus on delivering a positive user experience. Excellent verbal and written communication skills in both Japanese and English , with the ability to support and interact with Japanese-speaking and global customers. Active listening skills with the flexibility to adapt communication styles and approaches to meet customer needs. Preferred Skills and Experience Experience supporting Windows, macOS, or Linux operating systems. Experience working in a help desk, service desk, technical support, or customer support environment. Demonstrated troubleshooting and problem-solving capabilities. Experience supporting customers through phone, email, chat, or collaboration platforms. Fluency in Japanese and English , with the ability to communicate effectively with diverse stakeholders. Ability to adapt communication and problem-solving approaches based on customer requirements and situations. Being You The “Kyn” in Kyndryl means kinship, which represents the strong bonds we have with each other, our customers and our communities. We focus on ensuring all Kyndryls feel included and we welcome people of all cultures, backgro