Customer Service Representative - Rider Support

Description
Cognizant, a Fortune 200 corporation, is looking for a team of dynamic Customer Service Representatives-Rider Support in Scottsdale, AZ to assist customers in having a best-in-class experience with autonomous vehicles.

The ideal candidate will have the ability to absorb sophisticated technical concepts and communicate them to a non-technical audience, analytical and problem-solving skills. Our agents are motivated to display critical thinking, high attention to detail, technical writing and good communication and interpersonal skills.

Candidates with a "roll-up your sleeves" attitude are encouraged to apply online!

Job Duties:

• Drive outstanding customer experience providing guidance and support through various channels such as calls, chats, and emails
• Compose thoughtful, concise messages that align with our mission
• Provide valid and complete information within the time limit using right methods/tools, follow up to ensure resolution
• Monitor user interactions through visual and audio prompts in internal tools and prioritize inquiries through the internal systems
• Work in time-sensitive situations under pressure in a user focused environment
• Meet internal metrics such as quality, performance SLAs and shift adherence
• Raise unresolved issues to appropriate internal teams
• Keep records of customer interactions, document knowledge in the form of solution articles
• Raise issues that arise while troubleshooting to Team Leads
• Maintain up to date knowledge of the self-driving technology, service, and messaging by completing new trainings and knowledge checks in a timely manner

Requirements:

• High school graduate or equivalent
• 6 months in a customer support role
• Comfortable working with modern customer support and productivity tools
• Excellent interpersonal and communication skills
• Quality focus, excellent documentation skills
• Experience using a ticket management system for work prioritization and daily workload management.

Preferred Qualifications:

• Bachelor's degree in Information technology, Computer Science, or similar field preferred

At Cognizant, we offer a competitive compensation package including excellent benefits such as insurance (available from day 1 of employment), great work-life balance, 401k with matching component, and many other benefits!

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.

Qualifications
Technical Skills
SNo Primary Skill Proficiency Level * Rqrd./Dsrd. 1 Speaking English PL1 Required 2 MS Office PL1 Required 3 MS Office Skills PL1 Required

Domain Skills
SNo Primary Skill Proficiency Level * Rqrd./Dsrd. 1 Manufacturing Oper-Manlog 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.