Product Support Associate - Spanish Speaking at Cognizant in Farmington Hills, Michigan

Job Description:

Profile / Job Description
 

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

● Bilingual in Spanish

● 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.

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