Technical Support Specialist

2 weeks ago

Coimbatore Tamil Nadu India, Tamil Nadu Cognizant Full time
  • 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.
  • Handle escalations raised by customers and partners.
  • Handle consults from the lower tier to assist in case resolution.
  • 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

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