Cognizant Technology Solutions Product Support - 00039277333 in Farmington Hills, Michigan
Product Support Associate will be responding to support inquiries (phone calls, emails, support tickets) from current and potential customers of Clients commercial products. They will assist users in troubleshooting device concerns and may provide support for proactive outreach efforts.ResponsibilitiesDeliver required service to participants and help increase customer satisfactionPrioritize technical troubleshooting and resolve issues for customersReport recurring issues back to clientFollow User Success team's defined and evolving processes (including escalation paths)Create innovative solutions to meet support needs of our customersMinimum qualificationsEducation: high school diploma or equivalent experience preferred2 years of customer care or sales experience within a high volumecustomer-facing environment, where great attention to detail is requiredProven success at managing multiple tasksTeam-player, flexible to support and prioritize various customer needsEmpatheticTech-savvyPreferred qualificationsExperience in medical devices technical supportProficiency with G Suite, Salesforce and iPhone/AndroidEffective time management and organizational skillsOperational MetricsVolume of support calls, emails, and tickets processedResponse timeAbandon rateResolution timeCall wait timeCSATEqual Opportunity Employerndash;minorities/females/veterans/individuals with disabilities/sexual orientation/gender identityTechnical SkillsSNoPrimary SkillProficiency Level *Rqrd./Dsrd.1Customer ServicePL1RequiredDomain SkillsSNoPrimary SkillProficiency Level *Rqrd./Dsrd.1Online/Digital MarketingNARequired* Proficiency LegendsProficiency 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.