**Why Kyndryl**
Kyndryl is a market leader that thinks and acts like a start-up.
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.
We invest heavily in you - not only through learning, training, and career development, but also through the flexible working practices and stellar benefits that help you grow and progress long-term.
And we give back - from planting 90,000 trees in our first 3 months as part of our One Tree Planted initiative to the Corporate Social Responsibility and Environment, Social and Governance practices embedded within everything we do, we are committed to powering human progress in an ethical, sustainable way.
**Your Role and Responsibilities**
Experience with knowledge transfer, creation of documentation and coordination of Help Desk knowledge for client support.
Experience creating and updating new and existing documentation within the knowledge repository for Level 1 customer/technical support.
Strong written communication skills
As part of the LVL1 agent responsibilities:
- Known errors and error solutions;
- Recurring Incidents in cooperation with support groups and problem management;
- Creation of articles & Management of articles
- Enriching current articles
- Tools supporting documentation
- Processes; and classification and categorization of articles based on feedback provided by End Users, support group and any other End Users of the knowledge base.
**Required Technical and Professional Expertise**
- Demonstrated strong analytical skills, with emphasis on forecasting.
- Strong Time Management skills including using sound judgment adjusting workload priorities.
- Ability to analyze and interpret data.
- Excellent verbal and written communications skills.
- Ability to work under pressure.
- Detail oriented problem identification, escalation, resolution skills, and the ability to work effectively under pressure.
- Team player.
- English (85% or more)
- One year of experience
- Nice to Have : Fluent Portuguese
**Preferred Technical and Professional Experience**
- English
- Spanish
- Portuguese
**Required Education**
High School Diploma/GED
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 (KINs) 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.
**Other things to know**
**Primary Job Category**
Technical Specialist
**Role (Job Role)**
Client Support Relations
**Employment Type**
Full-Time
**Contract Type**
Regular
**Position Type**
Early Professional
**Travel Required**
No Travel
**Company**
(Y014) Kyndryl Costa Rica, Sociedad de Responsabilidad Limitada
**Is this role a commissionable / sales incentive based position**
No