Technical Support Specialist

About The Company

Cognizant is a global leader in professional services, providing a wide range of solutions in consulting, digital transformation, technology, and operations. With a strong presence across various industries including banking, healthcare, manufacturing, and retail, Cognizant is committed to helping clients navigate their digital journeys and achieve sustainable growth. Our innovative approach, combined with a deep understanding of industry-specific challenges, positions us as a trusted partner for organizations aiming to stay ahead in a rapidly evolving technological landscape. At Cognizant, we foster a collaborative and inclusive work environment that encourages continuous learning, diversity, and excellence.

About The Role

We are seeking a dedicated Customer Support Specialist to join our dynamic team at Cognizant. In this role, you will be the frontline representative responsible for responding to customer inquiries, diagnosing issues, and providing effective resolutions across multiple communication channels including phone, email, chat, and social media. Your primary goal will be to ensure high customer satisfaction by delivering prompt, accurate, and professional support. The ideal candidate will possess excellent communication skills, a problem-solving mindset, and the ability to work efficiently in a fast-paced environment. This role offers an excellent opportunity to develop your customer service expertise while contributing to the success of a global organization committed to innovation and client satisfaction.

Qualifications

• High school diploma or equivalent; a bachelor's degree in a related field is preferred.
• Proven experience in customer support or a related role is desirable.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Ability to work effectively in a multicultural environment and handle language and cultural differences.
• Flexibility to work across multiple rotational shifts, including night shifts.
• Proficiency in using customer support tools, knowledge bases, and communication platforms.
• Ability to handle escalations professionally and efficiently.
  

Responsibilities

• Respond, diagnose, resolve, and track customer support queries via phone, email, chat, and social media channels.
• Maintain response and resolution speeds as defined by Service Level Objectives (SLOs).
• Ensure high customer satisfaction scores and adhere to quality standards in at least 90% of cases.
• Utilize existing knowledge bases to provide accurate root cause assessments to customers.
• Communicate bug progress updates and issue resolutions using available tools and platforms to keep customers informed.
• Handle escalations raised by customers and partners with professionalism and urgency.
• Assist lower-tier support teams by providing consultative support to resolve complex cases.
• Work flexibly across various rotational and night shifts to meet business needs.
• Effectively communicate with customers from diverse cultural backgrounds, demonstrating sensitivity and understanding.
  

Benefits

Cognizant offers a comprehensive benefits package designed to support our employees well-being and career growth. This includes competitive salary packages, health insurance, retirement plans, paid time off, and opportunities for professional development and training. We also provide a collaborative work environment that promotes innovation, diversity, and inclusion. Employees are encouraged to participate in various wellness programs and employee engagement activities aimed at fostering a positive and productive workplace culture.Equal OpportunityCognizant is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We believe that a diverse workforce enhances our ability to serve our clients and innovate effectively.