Cognizant is a large IT Consulting firm that leverages modern technologies to transform a variety of business operations. We are looking to hire a team Of Call Center Agents for a new project in Mesa, AZ. Our front-line Call Center Agents handle calls, chats and emails for our clients and their customers. These cases include responding to inquiries, managing complaints, troubleshooting significant client and customer service problems and providing general information in a professional manner through positive and quality interactions.
Please note that this role is Fully Onsite in Mesa, AZ. Only local candidates will be considered.
Role & Responsibilities
- Address issues or tasks assigned through ticketing systems, Chat, Email or Phone channels
- Provide guidance and support to drivers via phone for break and maintenance requests
- Assist with monitoring of vehicle alerts, including but not limited to service alerts (oil changes za and , gas,etc.) and take action as necessary by submitting work orders
Compose thoughtful, concise messages that align with the client's voice across all channels
Monitor rider interactions through visual and audio prompts in our internal tools
- Know when to escalate to Team Lead with complete troubleshooting description in case notes
Functional Testing for S/W and H/W related updates on required basis
- Maintain up to date knowledge of the client's self-driving technology, our service, and messaging by completing new trainings and knowledge checks in a timely manner
- Case creation/ categorization – correct client code/prioritization. Case closure, follow up on aging or open tickets.
- Escalate to Team Lead if all areas of troubleshooting have been tried. Monitor user interactions and prioritize inquiries through our internal CRM system
- Meet internal metrics such as quality, performance SLAs and shift adherence
Required Skills & Qualifications
- At least a High School Diploma or equivalent is required
- Should have excellent problem solving skills and the ability to logically reason out (deduce situations logically to troubleshoot sequentially in order to provide global quality assistance)
- Must be ambitious, energetic and carry the mindset to deliver first time resolution
- 3-4 years of customer service experience (Experience for a ride sharing service / car company preferred)
- Excellent spoken and written communication skills - (Versant >=65 or CEFR C1)
- Excellent customer service skills (thorough with call, chat and email correspondence)
- Basic technical troubleshooting knowledge (Technological awareness is a must)
- Must be spontaneous, creative and showcase the quality of taking personal ownership to solve for customer needs
- Must carry a professional, diplomatic and empathetic persona which is evident through the quality of work (handling voicemail, Email & Chat transactions with client and customer steps were taken to make sure details are clearly and concisely written)
- Should be flexible to working in shifts and familiar with a 24x7 work atmosphere.
Preferred Skills & Qualifications
- Experience of working with Tier 1 clients
- Able to collaborate with Team Leads in terms of escalations, Service Outages and change control
Knowledge/exposure on ticketing tools; Service Now, Remedy, Spiceworks, Hubspot, etc.
Knowledge on operations/service delivery and ability to manage critical situations with minimum supervision
Salary and Other Compensation:
The hourly rate for this position is $23.50 per hour.
This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.
Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:
- Medical/Dental/Vision/Life Insurance
- Paid holidays plus Paid Time Off
- 401(k) plan and contributions
- Long-term/Short-term Disability
- Paid Parental Leave
- Employee Stock Purchase Plan
Disclaimer: The hourly rate, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.
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。
