Technical Support Associate
- Cognizant
- 0 - 3 years
- Noida, Gurugram
- 15 days ago
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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
Job Description PE
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 customers concern.
- Prior experience of managing customer service segment
- Learners 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
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Technical Support - Voice / BlendedEmployement Type: FreshersContact Details:
Company: CognizantLocation(s): Noida, Gurugram
Keyskills: Technical Voice Process Technical Support International Technical Support Troubleshooting
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