Job Responsibilities
Act as the first point of contact and first line of defense for APAC local offices, responding to CRM (Kapta) and CLM (Sirion) inquiries and tickets; attempt to resolve 100% of resolvable requests/incidents at first contact within established time thresholds, and escalate when required to the appropriate team.
Track all requests for service, changes, and information in the centralized support database system (ServiceNow) and in the relevant Kapta/Sirion workflows; ensure relevant information is captured, categorized, and documented to support efficient turnaround and to identify solutions that help reduce repeat tickets.
Escalate non-routine service requests or incidents to, or communicate with, the next appropriate level of support (e.g., product owners, IT support, and third-party vendors) to identify and provide solutions, coordinating status updates back to local offices.
Collect data and help produce metrics / Key Performance Indicators (KPIs) (e.g., volumes, turnaround times, SLA adherence, backlog, and recurring issue themes) to show the health of Kapta/Sirion support. Identify and recommend areas of improvement to assist with increasing customer satisfaction and operational effectiveness.
Participate in internal customer focus groups or meetings with APAC local offices to provide process guidance, tips, and training for Kapta/Sirion usage; capture feedback and recurring pain points for management and relevant teams to improve support operations and product adoption.
Job Requirements
Work Experience
1+ Years Help Desk or technical user support experience
Skills & Abilities
Ability to be flexible when needed, take initiative, and demonstrate accountability required
Basic oral and written communication skills demonstrating ability to share and impart knowledge required
Ability to quickly adapt to new methods, work under tight deadlines and stressful conditions required
Ability to set goals, multitask and prioritize workload required
Basic investigative, analytical and problem-solving skills required
Ability to work well within a team environment and participate in department projects required
Ability to balance detail with departmental goals/objectives required
Ability to diagnose hardware and software problems required
Technical Requirements
Microsoft Windows Operating Systems required
Microsoft Productivity Suite required
Network & Microsoft Certified Desktop Support Technician preferred
Previous experience with CRM and/or CLM software preferred
#LI-CTSAPAC
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。
