Senior Process Executive @ Cognizant

Job Description

We are seeking motivated and skilled Technical Support Specialists to join our team. Ideal candidates will possess a strong customer-centric approach and the ability to effectively troubleshoot technical issues.

• Role Type: Technical Support
• Communication Channels: Primarily internal tools and email for seller queries.
• Position Description: 
• Empower sellers by providing exceptional support. This includes actively comprehension of the seller query to understand their needs, analyzing relevant data, and crafting effective solutions 
• Work on the ticketing system to view assigned tickets, close the tickets by providing timely responses.  
• To assist sellers with their queries, they should be able to navigate the Google Ads platform and its functionalities with ease. 
• Should be able to think logically and share insights based on the back-end data
• Core Responsibilities:
• Troubleshooting technical issues reported by sellers.
• Collaborating with cross-functional (XFN) teams for advanced support and issue resolution.
• Troubleshoot the query comparing the Google Ads front end with back end data 
• Take regular process updates from the L2/next levels. 
• Daily updates to the lead on inflow patterns & Issues raised by users
• Mandatory:
• Bachelor's degree in a technical field, providing a strong foundation in problem-solving and analytical skills
• 1-4 years of experience in Customer Support/ Sales with 6 months - 1 year experience in Customer support (Technical process) - Chat/Email/Phone 
• Strong communication skills, including active listening and clear expression (Written & Verbal), clear comprehension
• Skillset:
• Excellent Communication: Ability to articulate complex technical information clearly and concisely to non-technical users (sellers). This includes strong written communication for email correspondence.
• Strong Thought Process: Demonstrates analytical and problem-solving skills to diagnose issues and develop effective solutions.
• Adaptability to Shifts: Willingness to work in rotational shifts.
• Work from Office: Comfortable with a 5-day per week work-from-office setup.
• Troubleshooting Experience: Proven experience in troubleshooting customer-reported issues, ideally in a technical support environment.

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Rs 0 - 50K PM Rs 50K - 1 LPA Rs 1.0 - 1.5 LPA Rs 1.5 - 2.0 LPA Rs 2.0 - 2.5 LPA Rs 2.5 - 3.0 LPA Rs 3.0 - 3.5 LPA Rs 3.5 - 4.0 LPA Rs 4.0 - 4.5 LPA Rs 4.5 - 5.0 LPA Rs 5 - 6 LPA Rs 6 - 7 LPA Rs 7 - 8 LPA Rs 8 - 9 LPA Rs 9 - 10 LPA Rs 10 - 12 LPA Rs 12 - 14 LPA Rs 14 - 16 LPA Rs 16 - 18 LPA Rs 18 - 20 LPA Rs 20 - 22 LPA Rs 22 - 24 LPA Rs 24 - 26 LPA Rs 26 - 28 LPA Rs 28 - 30 LPA Rs 30 - 32 LPA Rs 32 - 34 LPA Rs 34 - 36 LPA Rs 36 - 38 LPA Rs 38 - 40 LPA Rs 40 - 42 LPA Rs 42 - 44 LPA Rs 44 - 46 LPA Rs 46 - 48 LPA Rs 48 - 50 LPA Rs 50 - 75 LPA Rs 75 Lakh - 1C PA Rs 1 Crore+ PA

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Keyskills:   Technical Support Customer Service Customer Support Technical Voice Process Troubleshooting