Desktop Support

Cognizant is seeking a Supply Chain Business Support Technician for a full-time opportunity in Austin, TX.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan

Disclaimer: The benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Responsibilities:

·       Serve as the first point of contact for customers seeking assistance over, remote connection software and internal tools such as; Deploy@,Tasks, Chat, and Email.

·       Flexible, able to multitask, and prioritize reported issues.

·       Provide a high level of remote customer service to users seeking problem resolution asking pertinent questions.

·       Determine the best solution based on the issue and details provided by customers.

·       Walk the customer through the problem-solving process and next steps.

·       Direct unresolved issues to the next level of support personnel.

·       Provide accurate information based on the current information about the IT products or services in question.

·       Record events and problems and their resolution in internal ticketing systems.

·       Follow-up and update customer status and information.

·       Pass on any feedback or suggestions by customers to the appropriate internal team.

·       Understanding of end-user tools and practices.

Qualifications:

·       Proven experience as a customer service technician or IT support technician.

·       Good understanding and troubleshooting resolution skills of  customer support utilizing the provided resources and guidelines.

·       Ability to diagnose and resolve basic end-user issues.

·       Proficiency in English, excellent task management, verbal, and written communication skills.

·       Customer-oriented technical professional.

·       Customer support professional with 2-4 years of experience, a plus if within the Supply Chain, IT field focused on end-user support.