Job Description

Key Responsibilities:

• Serve as the first point of contact for customers seeking technical assistance in person at walk-up support locations, over the phone, RDP, chat, and email.

• Flexible, able to multitask, and prioritize reported issues

• Provide a high level of customer service to users seeking problem resolution

• Perform remote troubleshooting through diagnostic techniques and pertinent questions

• Determine the best solution based on the issue and details provided by customers

• Walk the customer through the problem-solving process

• Direct unresolved issues to the next level of support personnel

• Provide accurate information on IT products or services

• Record events and problems and their resolution in internal ticketing systems

• Follow-up and update customer status and information

• Pass on any feedback or suggestions by customers to the appropriate internal team

• Logistics responsibilities include providing overall management in daily administration, asset distribution/ setup, and shipping/ receiving. Inventory of storage spaces, stocking, and maintenance of IT vending machines.

• Level 1 video conferencing support including troubleshooting of video conferencing equipment and inspection of video conferencing spaces and technical support of event spaces and events.

Preferred Experience:

• Technical support professional with 3-5 years’ experience in the IT technical support field focused on end-user support

• Strong understanding and troubleshooting resolution skills of computer systems and mobile devices.

• Ability to diagnose and resolve basic to moderately complex end-user technical issues

• Proficiency in English, excellent task mgmt, verbal and written communication skills

• Customer-oriented technical professional

#LI-TY1 Employee Status : Full Time Employee Shift : Day Job Travel : No Job Posting : Jun 10 2022
About Cognizant Cognizant (Nasdaq-100: CTSH) is one of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant is ranked 185 on the Fortune 500 and is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com or follow us @Cognizant.