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Technical support representative

00068641851

Job Summary

This role requires a skilled professional with 1 to 3 years of experience in contact center operations customer service and technical troubleshooting. The candidate will work in a hybrid model with rotational shifts providing exceptional support to ensure seamless customer experiences while leveraging their technical expertise and language skills in English and Spanish.

Responsibilities

  • Provide efficient and accurate troubleshooting support for technical issues related to contact center operations to ensure uninterrupted service delivery.
  • Address customer inquiries and resolve service-related concerns promptly ensuring high levels of customer satisfaction.
  • Collaborate with cross-functional teams to identify and implement solutions for recurring technical challenges.
  • Maintain detailed documentation of customer interactions troubleshooting steps and resolutions for future reference and process improvement.
  • Utilize technical knowledge to diagnose and resolve issues related to POS software and hardware ensuring operational continuity.
  • Deliver exceptional service desk support by addressing technical queries and escalating complex issues to appropriate teams.
  • Monitor and analyze system performance to proactively identify potential issues and recommend preventive measures.
  • Communicate effectively in both English and Spanish to cater to diverse customer needs and ensure clarity in all interactions.
  • Adapt to rotational shifts and hybrid work model requirements demonstrating flexibility and commitment to operational goals.
  • Stay updated with the latest advancements in contact center technologies and customer service practices to enhance service delivery.
  • Provide training and guidance to customers on the use of POS systems and other technical tools to maximize their efficiency.
  • Ensure compliance with company policies and procedures while handling sensitive customer information.
  • Contribute to the companys mission by delivering exceptional customer experiences thereby strengthening its reputation and societal impact.

Qualifications

  • Demonstrate proficiency in troubleshooting technical issues with contact center systems and POS software and hardware.
  • Exhibit strong customer service skills with the ability to handle inquiries and resolve issues effectively.
  • Possess excellent communication skills in English and Spanish both written and spoken to cater to diverse customer needs.
  • Showcase adaptability to rotational shifts and hybrid work environments ensuring consistent performance.
  • Display a proactive approach to identifying and resolving technical challenges contributing to operational efficiency.
  • Have a foundational understanding of service desk operations and technical support processes.
  • Show familiarity with customer service best practices and tools to enhance service delivery.
  • Exhibit attention to detail in documenting customer interactions and resolutions for process improvement.
  • Demonstrate a commitment to continuous learning and staying updated with industry trends and technologies.
  • Possess the ability to work collaboratively with cross-functional teams to achieve shared goals.
  • Highlight experience in addressing technical issues related to POS systems and ensuring seamless functionality.
  • Showcase problem-solving skills and the ability to think critically under pressure.
  • Demonstrate a customer-centric approach ensuring satisfaction and loyalty through exceptional service.

About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge 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, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com 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.

 

Benefits that help you thrive and grow

Our benefits program is built with you in mind—so you can enjoy a fulfilling, balanced and healthy life.

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Financial wellbeing

We regularly review market data to ensure compensation reflects the value you bring. Your benefits extend beyond pay and may include retirement plans, financial education, etc.

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Physical and mental health

We empower you to prioritize your wellbeing through paid time off, flexible working where possible, healthcare plans, counselling, our Mental Health Allyship program and more. 

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Your career, your way

With 350,000+ roles at Cognizant, you’ll have opportunities explore new technologies, industries and locations—and build the skills you need to grow your career.

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Real-world impact

Think about the biggest brands you rely on. Chances are, they rely on us to help strengthen their business. Here, you’ll turn bold ideas into solutions that improve lives everywhere.

Your path to Cognizant

Here’s what you can expect from our hiring process. Please keep in mind that it may vary by role and location. Explore our FAQs to learn more.

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Step 1: Apply to the right opportunity

Find an open role that matches your skills and career goals and show us why you’re the person for the job. Don’t see the right opportunity? Consider joining our Talent Community.

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Step 2: Connect with your recruiter

If one of our recruiters sees a fit, they’ll set up a short intro call to learn more about you and how your experiences and skills match the role.

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Step 3: Show off your skills

If you and our team would like to continue the process, you’ll interview with our hiring team. Some roles may also require technical assessments and/or client interviews.

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Step 4: Decision time

Our team will then review each candidates’ potential to succeed in the role. This step may take some time because we want to find the right fit for both you and us—but you can count on us to keep you updated.

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Cognizant has one of the best learning ecosystems you can ask for. From sponsored certifications to training platforms to mentorship, we have all that we need to grow.
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