Job Opportunities in Israel
October 18, 2024
Cognizant
תל אביב -יפו
Technical Troubleshooting Agent
Key Responsibilities:
Education Requirements:
- 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
Education Requirements:
- Bachelor's Degree in Science / Technology / Engineering / Mathematics / Computer Science /Computer Applications / Information Technology
- 3-4 years of call center customer care experience, preferably in a technical environment.
- Strong awareness on GWS/ 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.
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