Remote Tech Support/helpdesk Specialist. - Remote Eligible

Tech Support Specialist

Join our remote dynamic team as a Specialist in Customer Handling and Troubleshooting where you will leverage your expertise in POS Basics and Customer Service to enhance user experience. With a focus on technical knowledge you will address and resolve customer issues efficiently. This role offers a work-from-home model with rotational shifts providing flexibility and work-life balance.

Experience: 1 - 5 years

• Ensure meeting daily KPIs
• Receiving end-user calls
• Provide first-level resolutions
• Ticket creation/Categorization/Prioritization
• Ticket escalation to respective Support Group
• Incident resolution and recovery/Ticket Management
• Ticket Closure
• Follow up on existing tickets until resolution

Responsibilities:

- Address customer inquiries and issues related to POS systems ensuring timely and effective resolution.

- Utilize technical knowledge to troubleshoot and resolve hardware and software problems.

- Provide exceptional customer service enhancing user satisfaction and loyalty.

- Collaborate with team members to share insights and improve service delivery.

- Document and track customer interactions and resolutions for continuous improvement.

- Analyze customer feedback to identify trends and suggest improvements.

- Ensure compliance with company policies and procedures in all customer interactions.

- Maintain up-to-date knowledge of POS systems and industry trends.

- Assist in the development of training materials for customer service representatives.

- Support end-of-day processing tasks to ensure seamless operations.

- Communicate effectively with customers in both Spanish and English.

- Adapt to rotational shifts to meet the needs of our global customer base.

- Contribute to the company’s mission by enhancing customer satisfaction and operational efficiency.

Qualifications:

Possess strong technical skills in POS Basics and Customer Service.

Demonstrate proficiency in troubleshooting technical issues.

Exhibit excellent communication skills in Spanish and English.

Have experience in EOD processing and POS Software & Hardware.

Show ability to work independently in a remote setting.

Display strong problem-solving skills and attention to detail.

What we offer:

• The chance to work with impact. Here, you're empowered to bring your biggest thinking to help our company and clients improve everyday life.
• Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
• The opportunity to thrive on a high caliber team with heart. We celebrate each other's experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
• A comprehensive total rewards package, including a competitive salary and pension plan with matching contributions.
• Flexible health and financial benefits to support you and your eligible dependents —from day one.
• True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.

Cognizant 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.

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.

Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you'll deliver services to and collaborate with stakeholders outside the province who may not speak French.