Posted in Information Technology 30+ days ago.
Type: Full-Time
Product Support Associate will be responding to support inquiries (phone calls, emails, support tickets) from current and potential customers of Client’s commercial products. They will assist users in troubleshooting device concerns and may provide support for proactive outreach efforts.
Responsibilities
● Deliver required service to participants and help increase customer satisfaction
● Prioritize technical troubleshooting and resolve issues for customers
● Report recurring issues back to client
● Follow User Success team's defined and evolving processes (including escalation paths)
● Create innovative solutions to meet support needs of our customers
Minimum qualifications
● Education: high school diploma or equivalent experience preferred
● 2+ years of customer care or sales experience within a high volume customer-facing environment, where great attention to detail is required
● Proven success at managing multiple tasks
● Team player, flexible to support and prioritize various customer needs
● Empathetic
● Tech-savvy
Preferred qualifications
● Experience in medical devices technical support
● Proficiency with G Suite, Salesforce and iPhone/Android
● Effective time management and organizational skills
Operational Metrics
● Volume of support calls, emails, and tickets processed
● Response time
● Abandon rate
● Resolution time
● Call wait time
● CSAT
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.
Minimum qualifications
● Education: high school diploma or equivalent experience preferred
● 2+ years of customer care or sales experience within a high volume customer-facing environment, where great attention to detail is required
● Proven success at managing multiple tasks
● Team player, flexible to support and prioritize various customer needs
● Empathetic
● Tech-savvy
Preferred qualifications
● Experience in medical devices technical support
● Proficiency with G Suite, Salesforce and iPhone/Android
● Effective time management and organizational skills
Operational Metrics
● Volume of support calls, emails, and tickets processed
● Response time
● Abandon rate
● Resolution time
● Call wait time
● CSAT
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.
Technical Skills
SNo | Primary Skill | Proficiency Level * | Rqrd./Dsrd. |
1 | Customer Service | PL1 | Required |
Domain Skills
SNo | Primary Skill | Proficiency Level * | Rqrd./Dsrd. |
1 | Online/Digital Marketing | NA | Required |
* Proficiency Legends
Proficiency Level | Generic Reference |
PL1 | The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels. |
PL2 | The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects. |
PL3 | The 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. |
PL4 | The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill. |
Kroger |
Kroger |
Kroger |
Nicklaus Children's Health System |
TVS SUPPLY CHAIN SOLUTIONS NORTH AMERICA, INC. |
MARTIN BROS DISTRIBUTING CO |