Description

Join our team and you'll tackle projects that continuously sharpen your technical skills, your talent for solving problems and your ambitions!

Cognizant, a Fortune 200 corporation, is looking for dynamic Help Desk/Customer Service Representative in Mesa, AZ to assist the customers in having a world-class experience in autonomous vehicles. Our agents are encouraged to display critical thinking, analytical skills, high attention to detail, technical writing and good communication and interpersonal skills.

As part of the Live Support team, the Agent is on the front lines responding to the operator via phone, email, and chat channels on a variety of situations. The Agent will troubleshoot the issue following a flowchart to resolve or raise the help ticket.

Qualifications include

• 0 to 2 years of customer service experience
• Experience working for a Ride sharing service / car company a plus
• Ease adapting to new operating systems or applications
• Experience/ Knowledge of answering incoming ride related phone calls
• Ability to coordinate and work with emergency response teams for emergency-based assistance

Role & Responsibilities

• Provide guidance and support to passengers via phone, chat, and email concerning procedures, billing, destination concerns, etc.
• Follow standard operating procedures and maintain up to date knowledge of new processes
• Accurately log details of a case, using concise and clear language that align with voice across all channels
• Escalate issues to the appropriate channel as they arise
• Monitor user interactions and prioritize inquiries through our internal CRM system
• Study and complete new trainings and knowledge checks in a timely manner
• Work in time-sensitive situations under pressure in a user-focused environment
• Meet internal metrics such as quality, performance SLAs and shift adherence

What's in it for you? Well, at Cognizant, we offer a competitive compensation package including excellent benefits such as insurance (available from day 1 of employment), great work-life balance, 401k with matching component, and many other benefits.

An inclusive environment embracing diversity: for the second time, Cognizant has been named to the Forbes list of Best Employers for Diversity based on survey responses from its employees!

Cognizant will only consider applicants for this position whom are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.

Qualifications

Technical Skills
SNoPrimary SkillProficiency Level *Rqrd./Dsrd.1Speaking EnglishPL1Required2Customer ServicePL1Required

* Proficiency Legends
Proficiency LevelGeneric ReferencePL1The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.PL2The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects.PL3The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects.PL4The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.