Technical Support (International Voice)
- Cognizant
- 1 - 3 years
- Hyderabad
- 8 days ago
- Email to a friend
- Report this job
Job Description
Role & responsibilities
Serve as the initial point of contact for customers through inbound/outbound calls, chats, or emails.
Respond to customer queries with accuracy, empathy, and professionalism.
Follow predefined scripts, knowledge bases, and standard operating procedures to resolve Level 1 issues.
Identify, log, and classify incidents or service requests in the ticketing system.
Provide first-level troubleshooting for basic technical, service, or product-related issues.
Escalate complex or unresolved issues to L2 support or relevant departments as per escalation guidelines.
Document all customer interactions and resolutions in the CRM/ticketing tool.
Meet or exceed individual performance metrics (AHT, FCR, CSAT, Quality, Attendance, etc.).
Adhere to compliance, data privacy, and company policies during every interaction.
Contribute to a positive customer experience by maintaining a polite and professional demeanor.
Preferred candidate profile
Excellent communication skills (verbal & written).
Strong customer service orientation with active listening skills.
Ability to multitask and handle high-pressure situations.
Basic problem-solving and troubleshooting skills.
Familiarity with CRM tools, and MS Office applications.
Flexibility to work in AUSTRALIAN SHIFT/CALENDAR ONLY is required. Flexibility to WORK FROM OFFICE, HYDERABAD location ONLY.
Quick learner with adaptability to process changes and updates.
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Technical Support - Voice / BlendedEmployement Type: Full timeContact Details:
Company: CognizantLocation(s): Hyderabad
Keyskills: International Voice Communication Skills Customer Service Crm Tool listening skills Troubleshooting MS Office International Voice Process International Calling
Similar positions
Cognizant
Seven Consultancy is a result of the motivation of young entrepreneurship under the guidance of experienced professional from industry. Young entrepreneurs know the recent trends of market. Flexibility of the services has helped Seven consultancy to secure a brand name in the market. So we have acce...
Job Listings
We are in open beta version of website, please let us know if any issues, at: info(at)indigojobs.in