About The Company
Cognizant is a leading global professional services company that specializes in digital, technology, consulting, and operations services. With a strong presence across multiple industries, Cognizant helps organizations transform their business models and improve operational efficiency through innovative solutions and cutting-edge technology. Committed to delivering exceptional value to clients, Cognizant fosters a culture of continuous learning, diversity, and inclusion, ensuring that its workforce is equipped to meet the evolving needs of the digital age.
About The Role
The Customer Support Specialist at Cognizant plays a vital role in ensuring high levels of customer satisfaction by providing timely and effective support across various communication channels including phone, email, chat, and social media. This role involves responding to customer queries, diagnosing issues, and delivering resolutions in accordance with predefined Service Level Objectives (SLOs). The ideal candidate will be responsible for maintaining response and resolution speed, adhering to quality standards, and utilizing available resources such as knowledge bases and tools to facilitate efficient case handling. Additionally, handling escalations, assisting lower-tier support teams, and providing clear communication regarding bug progress and root cause analysis are key components of this position. Flexibility to work across multiple rotational and night shifts is essential to support a global customer base. The role requires an individual who is an effective communicator, adaptable to diverse cultural and language backgrounds, and committed to delivering a positive customer experience.
Qualifications
- High school diploma or equivalent; a bachelor's degree in a related field is preferred.
- Excellent communication skills, both verbal and written.
- Proven experience in customer support or technical support roles is desirable.
- Strong problem-solving and analytical skills.
- Ability to work effectively in a fast-paced, dynamic environment.
- Flexibility to work in rotational shifts, including night shifts.
- Proficiency in using support tools, knowledge bases, and ticketing systems.
- Experience working with diverse teams and handling multicultural environments.
Responsibilities
- Respond promptly to customer inquiries via phone, email, chat, and social media platforms.
- Diagnose and resolve customer issues efficiently, ensuring adherence to established response and resolution timeframes.
- Maintain high customer satisfaction scores by providing courteous, professional, and effective support.
- Utilize existing knowledge bases and resources to perform root cause analysis and provide accurate solutions.
- Communicate bug status and progress updates clearly to customers and stakeholders using available tools.
- Handle escalations raised by customers or partners, ensuring issues are addressed promptly and effectively.
- Assist lower-tier support teams by providing guidance and support in complex case resolutions.
- Maintain comprehensive documentation of customer interactions and resolutions for future reference.
- Participate in continuous training and development programs to stay updated on product knowledge and support best practices.
- Work collaboratively with cross-functional teams to improve support processes and customer experience.
Benefits
Cognizant offers a comprehensive benefits package designed to support the health, well-being, and professional growth of its employees. This includes competitive salary packages, health insurance plans, paid time off, and retirement benefits. Employees also have access to ongoing training and development programs to enhance their skills and career progression. Cognizant promotes a positive work environment that encourages innovation, diversity, and inclusion, providing opportunities for employees to thrive. Additionally, employees benefit from flexible working arrangements and a supportive corporate culture that values work-life balance.Equal OpportunityCognizant is an equal opportunity employer dedicated to fostering an inclusive workplace. We do not discriminate based on race, color, religion, gender, sexual orientation, national origin, age, disability, or any other protected characteristic. We believe that diverse perspectives and backgrounds drive innovation and success, and we are committed to providing equal employment opportunities to all applicants and employees. Join us in building a workforce that reflects the diverse world we serve.
