Hiring For Customer support - Technical
- Cognizant Technology
- 1 - 5 years
- Hyderabad
- 1 month ago
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Job Description
Candidates from technical background are highly preferred for this Non tech voice Customer
support.
Senior Process Executive - Voice Key Responsibilities:
- Response, diagnosis, resolution and tracking by phone, email, chat and social media of customer support queries.
- Maintain response and resolution speed as defined by SLOs.
- Keep high customer satisfaction scores and follow quality standards in 90% of cases.
- Use existing knowledge base to provide a customer facing root cause assessment.
- Provide customer facing bug progress summary using available tools and platforms.
- Flexibility to work across multiple rotational shifts/night shifts
- Ability to work in a rich diverse environment, handle cultural and language differences and an effective communicator.
Education Requirements:
- Bachelor's Degree in Science / Technology / Engineering / Mathematics / Computer Science /Computer Applications / Information Technology.
Key Skills and Experience:
- 1-2 years of call center customer care experience, preferably in a technical environment.
- Low to medium awareness on GCP/G Suite products and features Experience in working in a customer centric operation resolving technical or operational issues.
- Strong troubleshooting and diagnosis skills in a technical environment.
- Strong sense of business ownership, personable accountability, and customer focus.
- Works well independently and cross functionally with other teams.
- Drive to go beyond just solving the issue, find the root cause and propose preventative steps.
- Ability to understand processes and how different pieces of a large process puzzle fit together.
- Determination to continuously work to achieve team KPIs which often change.
- Capacity to research using internal knowledge bases and documentation.
- Aptitude to think critically and work through ambiguity.
- Flexible enough to work under different work environments Experience with technical writing and version control a plus.
Job Classification
Industry: BPO / Call CentreFunctional Area: BPO / Call Centre
Role Category: Voice / Blended
Role: Voice / Blended - Other
Employement Type: Full time
Contact Details:
Company: CognizantLocation(s): Hyderabad
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Cognizant Technology
Cognizant Technology Solutions India Ltd Cognizant (NASDAQ: CTSH) is a leading provider of information technology, consulting, and business process services, dedicated to helping the world's leading companies build stronger businesses. Headquartered in Teaneck, New Jersey (U.S.), Cognizant combi...
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