Job Title: Customer Support – Sr. Process Executive
Company: Cognizant Technology Solutions (NASDAQ: CTSH)
Location: Hyderabad, Telangana, India
Qualifications:
- Bachelor’s Degree in Science / Technology / Engineering / Mathematics / Computer Science / Computer Applications / Information Technology
- 1-4+ years of experience in call center customer care, preferably in a technical environment
Role Overview: Cognizant Technology Solutions is seeking qualified candidates for the position of Customer Support – Sr. Process Executive. The successful candidate will be responsible for responding to, diagnosing, resolving, and tracking customer support queries via phone, email, chat, and social media channels. This role requires strong troubleshooting and diagnosis skills in a technical environment, as well as the ability to maintain high customer satisfaction scores and follow quality standards.
Key Responsibilities:
- Respond to, diagnose, resolve, and track customer support queries across various channels.
- Maintain response and resolution speed as defined by Service Level Objectives (SLOs).
- Ensure high customer satisfaction scores and adhere to quality standards in 90% of cases.
- Provide customer-facing root cause assessments and bug progress summaries using available tools and platforms.
- Flexibility to work across multiple rotational shifts, including night shifts.
- Ability to work effectively in a diverse environment, handle cultural and language differences, and communicate effectively.
Education and Experience Requirements:
- Bachelor’s Degree in Science / Technology / Engineering / Mathematics / Computer Science / Computer Applications / Information Technology
- 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 resolving technical or operational issues in a customer-centric operation
- Strong troubleshooting and diagnosis skills in a technical environment
- Strong sense of business ownership, personal accountability, and customer focus
- Ability to work independently and cross-functionally with other teams
- Drive to go beyond just solving issues, find root causes, and propose preventative steps
- Capacity to understand processes and how different pieces fit together within a large process puzzle
- Determination to continuously work towards achieving team Key Performance Indicators (KPIs)
- 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 is a plus.
How to Apply: Interested candidates are invited to attend the walk-in interview on 8th March, between 11:00 AM to 2:00 PM at the following venue: Cognizant Technology Solutions Building 12A, Raheja Mindspace IT Park, Mindspace Madhapur Rd, HITEC City, Hyderabad, Telangana 500081
For inquiries, please contact Kaneez.