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. Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.