Technical Support Professional

Job description, responsibilities and duties
Why Kyndryl?

Our world has never been more alive with opportunities and, at Kyndryl, we’re ready to seize them. We design, build, manage and modernize the mission-critical technology systems that the world depends on every day. Kyndryl is at the heart of progress — dedicated to helping companies and people grow strong. Our people are actively discovering, co-creating, and strengthening. We push ourselves and each other to seek better, to go further, and we carry this energy to our customers. At Kyndryl, we want you to keep growing, and we’ll provide plenty of opportunities to make that happen. Please be aware that we have the Kyndryl candidate zone hosted by IBM for a certain period. If you have applied for an IBM role previously, you will be able to log into the candidate zone using your previous IBM log in details. When in the candidate zone, you will be able to see your previous applications for both IBM and Kyndryl. For further information on privacy, please visit www.kyndryl.com/privacy.

Kyndryl Slovakia is dedicated to support Ukrainian nationals in search of employment in Slovakia. In this process, we utilize the simplified process of ensuring all requisite permits are in place as regulated by the Government of the Slovak Republic.


This role:

• Specializes in performing and enabling technical support of Kyndryl CRM system and applications.
• Based on their knowledge of the CRM and business model, employees in this role lead the planning, production and delivery of seller enablement for all targeted channels.
• Provides technical support assistance to end users using problem determination/problem source identification skills.
• Uses technical and negotiation skills in collaboration with other support operations/organizations to prioritize and diagnose problems to resolution.
• Communicates action plans to the client as appropriate.
• Corporate with Product owner, development, and production operation team for client ticket management.
• Recommends and implements new or improvements to existing technical support tools, procedures, and processes.
• May provide training for and mentor others on the team.
• Contributes to department attainment of organizational objectives and high client satisfaction.


Technical Expertise:

• At least 3 years or more of post-qualification IT consulting or relevant experience.
• Knowledge and understanding of package applications in CRM, such as Salesforce, SAP, MS Dynamic, Sugar and etc. Ideally has experience as function consultant.
• Understand business functions of Go To Market area thoroughly and has experience of helping enterprise to optimize business processes and functionalities.
• Recognize problems related to project objectives. Creativity and judgment applied to professional technical, or operational problems. Independently generates solutions, based on analytical skills & business knowledge.
• Challenge the validity of given procedures and processes to enhance and improve or develop complementary adjustments /solutions.
• Ability to communicate technical information to a non-technical audience (written and verbal).
• Good client management experience, and able to deal with both business users and technical personnel.
• Strong business acumen, excellent working attitude, self-motivated, and a team player. Strong ability to work with global team.
• Experience with leading or participating in the gathering and documenting of business processes and requirements for the system with key business users.


Preferred Professional and Technical Expertise:

• Solid experience of writing business functions and BRD (business requirements document) which is input for technical team to materialize and implement.
• Solid functional knowledge of Marketing, Sales and Service modules.
2-3 years ’ experience in BA or data digging preferred.
• End user training experience is a plus.
• Agile, Scrum Master, or Project Management certifications is a plus.
• Above 2 years previous experience in training industry is preferred.