Technical Support Associate

Cognizant

0 - 3 years

3 - 7 Lacs

gurugram

Posted:2 days ago| Platform:

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Skills Required

technical voice process technical support international technical support troubleshooting

Work Mode

Work from Office

Job Type

Full Time

Job Description

As a Tier--2 performance support associate you will work on external (client/ Account Manager support). This profile requires excellent written, verbal and customer service/handling skills along with in depth product and process knowledge.

Requirement

Minimum Bachelor's degree or equivalent
Minimum voice experience of 1 - 2 years in International customer service profile for SPE
Excellent communication skills and willingness to work in a voice/chat/email channels across multiple shifts/ 24/7 environment.
Quick learner: able to quickly absorb complex product and procedural information, and seamlessly adapt to rapid changes in the product, process and workflow as they occur.
Customer service skills: ability to make decisions based on the best interests of customers, as well as the technical escalations team.
Analytical and proactive mindset: be able to quickly understand, analyze and make recommendations for improvement for internal processes, where appropriate. Able to quickly identify information required for appropriate technical troubleshooting.
Highly responsive and productive under time pressure: able to consistently deal with high volumes and prioritize the work accordingly.
Prior experience of supporting SaaS product support background B2B

Responsibilities:

Solving queries raised by customers, internal & external stakeholders via various channels.
In depth process and product knowledge
Collaborating with other Teams or departments in order to resolve complex queries
Should be a Team player , and fill in for team members if needed.
Deliver Timely resolution by closing query with the stipulated turnaround time
Perform well on customer satisfaction index

1.1 Expectations:

Good communication skills. The candidate must be at a minimum B1 CEFR level for PE and B2 for SPE.
Adherence to timely completion of targets along with maintaining quality.
Contributes to the business success by meeting or exceeding the Ops defined targets.
Maintains professionalism at work.
Works with team members to achieve common goals.
Customer centric attitude - willing to walk an extra mile to help resolve the customer’s concern.
Prior experience of managing customer service segment
Learner’s attitude and flexible to work with any channel such as phone, chat or email.

1.2 Skills Required:

Minimum Qualification - Graduate in any discipline.
PE - Freshers with good communication skills can apply for the PE role.
SPE - Minimum 1 to 2 years of relevant experience, should have an understanding of Ops metrics.
Comfortable with rotational shifts and week offs.
Great Customer Service Skills.
Problem solving attitude towards work and life.
Prior experience of supporting SaaS product support background – B2B

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