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.
Acerca de Cognizant
Cognizant (Nasdaq: CTSH) es un creador de soluciones de IA y proveedor de servicios tecnológicos que conecta la inversión en IA con el valor empresarial mediante el desarrollo de soluciones de IA full‑stack para sus clientes. Su profundo conocimiento de la industria, junto con su experiencia en procesos e ingeniería, permite incorporar el contexto único de cada organización en sistemas tecnológicos que amplifican el potencial humano, generan resultados tangibles y mantienen a las empresas a la vanguardia en un entorno en constante cambio. Más información en cognizant.ai o @cognizant.
Información adicional de empleo
La información de compensación es precisa a la fecha de esta publicación. Cognizant se reserva el derecho de modificar esta información en cualquier momento, sujeto a la legislación aplicable.
Es posible que se requiera que los solicitantes asistan a entrevistas en persona o por videoconferencia. Además, es posible que se requiera que los candidatos presenten su identificación actual emitida por el estado o gobierno durante cada entrevista.
Cognizant es un empleador que ofrece igualdad de oportunidades. Tu solicitud y candidatura no serán consideradas en base a raza, color, sexo, religión, credo, orientación sexual, identidad de género, origen nacional, discapacidad, información genética, embarazo, condición de veterano o cualquier otra característica protegida por las leyes federales, estatales o locales.
Si tienes una discapacidad que requiere adaptaciones razonables para buscar una vacante de trabajo o enviar una solicitud, puedes enviar un correo electrónico a [email protected] con tu solicitud e información de contacto.