Senior Process Executive-voice Job in Cognizant

Project Name

Technical Product Support

Project Process Description

Technical Support Center for one of the Largest Enterprise Cloud Computing Companies in the US

Job Title

Tech Support Specialist

Job Level

Tier 1

Immediate Reporting Relationships

Team Leader

Candidate Qualification

Educational Requirement

Graduate Degree Holder(Engineering / Computer Science Background preferred)

Candidate Qualification

Core Competencies

Relevant Experience and Minimum # of Years

2 3 Years

Excellent written and verbal communications skills (English)

Excellent Troubleshooting skills, search skills, ability to approach problems logically

Tier 1 Production Application trouble shooting skills Windows, Networking etc

Other Requirements

(Certification, etc.)

Willing to work in 24X5 environment

Excellent Customer service skills

Customer service orientation and ability to work in a team

Good interpersonal and communication skills

Excellent Soft skill, Communications skills (Voice & Email) to handle customers across the globe

Good typing skills

Sales Force Certification preferred

Detailed Role & Responsibilities (Please include Shift timings & Client Incentives as applicable)

Ensure on meeting daily KPIs

Receiving and making end user calls

Provide first level resolutions

Ticket creation/Categorization / Prioritization

Ticket escalation to respective Support Group

Incident resolution and recovery