Cognizant is a large IT Consulting firm that leverages modern technologies to transform a variety of business operations. We are seeking to add a Subject Matter Expert with Call Center experience for our operations team. Subject Matter Experts have an important role within the program, which has a critical effect in operations. They provide front-line direction and support to our rider support agents while ensuring quality service is provided during every rider, driver or dispatch interaction.
Please note that this role is Fully Onsite in Mesa, AZ. Only local candidates will be considered.
Role Responsibilities
- Learn and Maintain an extensive amount of knowledge regarding the client’s policies, processes, and philosophy.
- Act and serve as the primary point of contact for troubleshooting steps, and/or escalations.
- Observe, and Report negative performance and/or behavior concerns of live support agents to leadership for resolution.
- Promote the professional and personal development of individual team members by demonstrating a positive work ethic/attitude and commitment to achieving the best possible outcomes.
- Bring in-depth operational knowledge and a thoughtful understanding when participating in client meetings.
- Collaborate with training on developing and maintaining knowledge management.
Desired Skills & Qualifications
- At least a High School diploma or equivalent is required
- Basic knowledge of Google Suite (sheets, slides, docs, drive)
- Ability to use spreadsheet applications to maintain/develop operational reporting
- Exceptional time management, organizational, and prioritization skills to complete work in a timely manner
- Ability to work a variety of shifts including days, evenings, overnight and holidays
- Excellent written and verbal skills.
- Experience in automobile industry in a customer service environment
- Strict adherence to company philosophy and mission statement
- Comfortable with a rapidly-changing environment adapting to changes as they come
- Strong problem-solving skills and excellent attention to detail
- Proficient in all forms of communication
- Should be flexible to working in shifts and familiar with a 24x7 work atmosphere.
Salary and Other Compensation:
The hourly rate for this position is $28.84 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.
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。
