Description
Subject Matter Expert – Customer Support
Provide comprehensive support experience to customers.
As a customer support associate, you will be responsible for identifying customer needs, issues and concerns, and providing a differentiated customer experience to meet those needs or resolve those concerns. This role will have a wide scope of responsibilities, from providing onboarding training and launch support to troubleshooting product issues in partnership with internal teams.
Support Responsibilities
Proactive
- Customer onboarding support including product demos, training, initial setup, out-of-the-box walkthrough or onsite visit.
- Engaging with customers for existing or new product features, “how-to” help with new product releases.
- Gathering crucial feedback for product launches or changes that define the future roadmap for the product team.
- Recruiting customers to test beta-features and hand-hold them through the transition or onboarding.
- Monitoring support trends and happiness levels and presenting insights and recommendations with the account management and product teams to improve customer experience.
- Outreach to customers if product usage is lower than expected, to troubleshoot for potential issues or gather feedback to share with internal partners.
Reactive
- Providing differentiated support over channels like phone, email, chat, virtual meet, text
- Supporting customers with billing/invoicing, returns, logistics
- Technical troubleshooting for software products, hardware devices and other healthcare solutions
- Working with internal partners across Sales, Product, Engineering, and other departments to resolve ongoing customer issues or bugs.
- Ramping up on existing and new products to quickly become the product champion and subject matter expert for customers
- Handle customer escalations and finding solutions using both internal and external resources
- Build documentation and process and procedures
- Being very proactive with follow up and outreach
Minimum qualifications
- BS/BA degree or equivalent experience
- Excellent written and verbal communication skills
- Experience supporting software, hardware or healthcare products
- Customer engagement and/or call-center experience, with stellar people skills
- Compassionate and tech savvy, with strong attention to detail
- Confident presenter with proven soft skills on the phone or virtual meetings.
Preferred qualifications
- Knowledge of applicable clinical research regulatory requirements; i.e., Good Clinical Practice (GCP)
- Proficiency with dashboarding tools
- Effective time management and organizational skills
- Sales experience, selling software, hardware and/or healthcare products
- Product experience, in roles like quality assurance, UX, engineering roles
Hourly Rate and Other Compensation:
The hourly rate for this position is between $25 -$30 per hour, depending on experience and other qualifications of the successful candidate.
The hours for this position are an 8 hour shift between 8am – 11 pm EST.
This position is also eligible for Cognizant’s discretionary annual incentive program, based on performance and subject to the terms of Cognizant’s applicable plans.
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 hourly rate, other compensation, and 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.
Cognizant will only consider applicants for this position who 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 PL2 Required 2 Customer Service PL2 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.