Job Summary
Front line contact center agents who 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.
Responsibilities
Address issues or tasks assigned to them through ticketing systems via Chat Email or Phone channels simultaneously 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 Strong communication both written and verbal. Compose thoughtful concise messages that align with Waymos voice across all channels Excellent active listening skills Time management organizational skills Excellent professional and diplomatic skills while being empathic with the client and or customer. Monitor rider interactions through visual and audio prompts in our internal tools Adaptable and flexible not afraid of change which leads to growth Comfortable working in a fast paced environment Superior troubleshooting skills with the goal of first touch resolution. Know when to escalate to Team Lead with complete troubleshooting description in case notes Functional Testing for SW and HW related updates on required basis Computer proficiency able to navigate Google Applications Maintain up to date knowledge of Waymos selfdriving technology our service and messaging by completing new trainings and knowledge checks in a timely manner Case creation categorization correct client codeprioritization. Case closure follow up on aging or open tickets. Escalate to Team Lead andor SME if all areas of troubleshooting have been tried. Monitor user interactions and prioritize inquiries through our internal CRM system Superior skills at multi-tasking phones chats and emails. Exemplify professional and diplomatic demeanor with client and customer. Meet internal metrics such as quality performance SLAs and shift adherence
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。
