Job Title: Customer Support – Sr. Process Executive
Company: Cognizant Technology Solutions
Location: Hyderabad, Telangana, India
Job Type: Full-time
Shifts: Rotational (24*7)
Work Mode: Work from Office
Openings: 50
Date and Time: 17th February, 11:00 AM – 2:00 PM
Venue: Cognizant Technology Solutions Building 12A, Raheja Mindspace IT Park, Mindspace Madhapur Rd, HITEC City, Hyderabad, Telangana 500081
Contact Person: Kaneez
Company Overview: Cognizant (NASDAQ: CTSH) is a global leader in information technology, consulting, and business process services. With headquarters in Teaneck, New Jersey, USA, Cognizant is dedicated to empowering the world’s leading companies to build stronger businesses through technology innovation and a global, collaborative workforce.
Job Description: Cognizant is seeking qualified candidates for the role of Sr. Process Executive in Customer Support. Candidates with a technical support background are highly preferred for this non-tech voice role in customer support.
Key Responsibilities:
- Respond to, diagnose, resolve, and track customer support queries via phone, email, chat, and social media.
- 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.
- Utilize existing knowledge base to provide customer-facing root cause assessments.
- Provide customer-facing bug progress summaries using available tools and platforms.
- Flexibility to work across multiple rotational shifts/night shifts.
- Ability to work in a diverse environment, handle cultural and language differences, and effectively communicate.
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 of 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, personal accountability, and customer focus.
- Ability to work independently and cross-functionally with other teams.
- Drive to go beyond issue resolution, identify root causes, and propose preventative steps.
- Capacity to understand processes and how different pieces of a large process puzzle fit together.
- Determination to continuously work to achieve team Key Performance Indicators (KPIs).
- Capacity to research using internal knowledge bases and documentation.
- Aptitude to think critically and work through ambiguity.
- Flexibility to work under different work environments.
- Experience with technical writing and version control is a plus.
Note: Candidates are encouraged to bring copies of their resume and relevant educational documents for the walk-in interview.