Role : IT Help Desk Analyst ( Technical Voice process)
Shift Timing: 24/7
Location: Chennai
Role: Team Leader
Experience :8- 12yr
Job Description
- 8+ years of experience working in a technical customer support Voice process including experience working directly with product and/or engineering teams.
- Knowledge of CRM application for case management. ServiceNow, Salesforce, Dynamics CRM application, JIRA or equivalent incident and projects management software for creating/filtering tickets and managing user inquiries.
- Demonstrate ability to learn new skills and quickly absorb and interpret new information, products, and features from the perspective of the customer.
- Excellent writing and editing skills, and experience of presenting complex technical information in an easily comprehensible way for non-specialist readers.
- Should possess excellent customer service skills
- Ability to work in a demand-driven environment, motivated by a willingness to respond rapidly and effectively to the needs, prioritizing and managing multiple requests from different teams.
- Fluency in English.
- Excellent written and verbal communication abilities and high emotional intelligence including active listening, and effective response skills.
- Familiarity with reporting and analysis, especially MS Excel
- Meticulous attention to detail and a commitment to quality.
- Experience 2+ handling team experience is must
- Familiarity with Performance Management, Quality Management & TNI
- Has performed Appraisal for employees
- Ability to Lead
The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.
- Cognizant is a global community with more than 300,000+ associates around the world.
- We don’t just dream of a better way – we make it happen.
- We take care of our people, clients, company, communities and climate by doing what’s right.
- We foster an innovative environment where you can build the career path that’s right for you.
About us:
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
Disclaimer:
Compensation 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.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.