Cognizant is a global organization serving clients across multiple industries with a deep set of offerings provided by our practice areas and supported by corporate and enabling functions. Employing roughly 270,000 talented associates worldwide, Cognizant is dedicated to anticipating and solving clients toughest problems and enabling them to thrive in the digital era. Join us and Be Cognizant!
Basic Qualifications
- Fluent in English
- Bachelor of Science degree in Computer Science, Engineering, or related technical discipline, or an equivalent combination of education and experience
- 3+ years of SaaS troubleshooting experience in a Technical Support capacity, with one year as a developer, OR 2+ years as a Software Engineer/Software Test Engineer
- 1-2 years of experience with Internet technologies including REST APIs, JSON, XML, SOAP, PubSub architecture, and software technologies including .NET (in using and debugging)
- Proficient in one or more coding languages including Python, Ruby, JavaScript, C#, PHP, Node.js, and Java (in using and debugging)
- Demonstrated ability to troubleshoot and triage complex, code-related technical issues
- Understanding of log analysis using network tools such as Fiddler, HAR Analyzer, browser developer tools, or similar
- Basic experience in troubleshooting performance and network-related issues
- Knowledge of troubleshooting in a web-based environment including HTTP, JSON, IIS, HTML, oAuth, REST APIs, and CSS
- Experience using GitHub to host code samples
- Previous customer-facing role experience with IT topics (e.g., customer support, SaaS troubleshooting experience in a Technical Support capacity)
- Self-motivated, goal-oriented, with excellent organizational skills and superior time management skills
- Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
- Ability to collaborate with peers across the organization without friction
Job Responsibilities:
- Proactive and Reactive Support: Deliver proactive and reactive support for customers, partners, and Project's internal teams to resolve issues, address subscription inquiries, and complete technical tasks.
- Technical Support: Provide exceptional technical support for Project's products and associated services, specifically focusing on API-related inquiries.
- Issue Troubleshooting: Handle incoming support channels to troubleshoot customer inquiries and issues with Project's APIs, including integration, authentication, and functionality.
- Third-Party Integrations: Handle support for partner integrations, Project Connect questions, and SDK issues, specifically related to Project API. Work with third-party providers and internal Dev/API teams for in-depth issue resolution and debugging sessions, including three-way calls if necessary.
- Support Tools Utilization: Utilize support tools and resources necessary to solve customer queries, including telephone, chat, Salesforce, Jira, Project's proprietary systems, G-Suite, browser developer tools, internal admin console, SQL, and text analysis tooling.
- Product Improvement Identification: Proactively identify product improvements, bugs, and high-impact opportunities to enhance the customer experience.
- Product Promotion: Promote Project products and services to customers and prospective customers via consultative discussions and evaluations of their service and support needs.
- Escalated Case Management: Manage non-complex escalated cases from internal channels to troubleshoot customer issues with Project's products.
- Service Level Goals: Meet and exceed Customer Support service level goals for areas of product expertise.
- Communication Management: Manage communication between Project and customers, ensuring timely updates and effective resolution of issues.
- Customer Advocacy: Serve as an advocate for customer needs and feedback within the organization, working to improve overall customer experience and satisfaction.
- Internal Peer Support: Provide support for internal peers on product knowledge and engagement paths, including translation to and from English as needed.
Benefits:
Besides above industry-standard salary and clear career growth, you will also have HMO coverage* from day 1 of your job. The following are included in this benefit:
- Competitive medical coverage for the employee and family (parents, spouse, or domestic partner) **
- Medicine reimbursement for outpatients
- Maternity assistance
- Educational Assistance
- Life, accidental death and dismemberment, and total permanent disability insurance
- Laboratory, diagnostic and therapeutic procedures
- Annual Physical Exam (APE)
- Dental
- Access to major hospitals
Ready to take the next step Apply today!
