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
About Cognizant:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
Additional employment information
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.
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.
