Cognizant (Nasdaq: CTSH) engineers modern businesses. We help our clients modernize technology, reimagine processes and transform experiences so they can stay ahead in our fast-changing world. Together, we’re improving everyday life. See how at www.cognizant.com or @cognizant.
Date and Time:
10th September , 11.00 AM – 2.00 PM
12A building, Raheja Mindspace, Madhapur, Hyderabad.
Contact – Salman Khan
1 – 4 years
Not Disclosed
Job description
Key Responsibilities:
- Response, diagnosis, resolution and tracking by phone, email, chat and social media of customer support queries.
- Maintain response and resolution speed as defined by SLOs.
- Keep high customer satisfaction scores and follow quality standards in 90% of cases.
- Use existing knowledge base to provide a customer facing root cause assessment.
- Provide customer facing bug progress summary using available tools and platforms.
- Handle escalations raised by customers and partners.
- Handle consults from the lower tier to assist in case resolution.
- Flexibility to work across multiple rotational shifts/night shifts
- Ability to work in a rich diverse environment, handle cultural and language differences and an effective communicator
Education Requirements:
- Bachelor’s Degree in Science / Technology / Engineering / Mathematics / Computer Science /Computer Applications / Information Technology
Key Skills and Experience:
- 3-4 years of call center customer care experience, preferably in a technical environment.
- Strong awareness on GCP/G Suite products and features Experience in working in a customer centric operation resolving technical or operational issues.
- Strong troubleshooting and diagnosis skills in a technical environment.
- Strong sense of business ownership, personable accountability, and customer focus.
- Works well independently and cross functionally with other teams.
- Drive to go beyond just solving the issue, find the root cause and propose preventative steps.
- Ability to understand processes and how different pieces of a large process puzzle fit together.
- Determination to continuously work to achieve team KPIs which often change.
- Capacity to research using internal knowledge bases and documentation.
- Aptitude to think critically and work through ambiguity.
- Flexible enough to work under different work environments Experience with technical writing and version control a plus.
Role:
Technical Support – Non VoiceIndustry Type:
BPO / Call CentreDepartment:
Customer Success, Service & OperationsEmployment Type:
Full Time, PermanentRole Category:
Non Voice
Education:
B.A in Any Specialization, B.Com, B.Sc in Computers, B.Arch in Any Specialization, B.Tech/B.E. in Electronics/Telecommunication, Electrical and Electronics, Instrumentation, Information Technology, Mechanical, Computers, Electrical
