Cloud Support Specialist with Spanish

What we do

At Cognizant, we are dedicated to helping the world's leading companies build stronger businesses — helping them go from doing digital to being digital.

With the capacity to support various clients, we offer a world of opportunities for both professionals and graduates. You can expect five-star training, a chance to realize your career goals, and a range of benefits. Be Cognizant!

Your accountabilities

·      Responsing, diagnosing, resolution and tracking by phone, email, chat and social media of customer support queries.

·      Maintaining response and resolution speed as defined by SLOs. 

·      Keeping high customer satisfaction scores and following quality standards in 90% of cases. 

·      Using existing knowledge base to provide a customer facing root cause assessment. 

·      Providing customer facing bug progress summary, using available tools and platforms.

·      Handle escalations raised by customers and partners. 

·      Handle consults from the lower tier to assist in case resolution. 

Skills, Experience & Education

·      Very good command of Spanish or Portuguese (min. C1) and good command of English

·      Flexibility to work across multiple rotational shifts/night shifts.

·      3-4 years of call center customer care experience, preferably in a technical environment.

·      Strong awareness on GCP/G Suite products and features Experience in working in a customer centric operation resolving technical or operational issues.

·      Strong troubleshooting and diagnosis skills in a technical environment.

·      Drive to go beyond just solving the issue, find the root cause and propose preventative steps.

·      Capacity to research using internal knowledge bases and documentation.

·      Aptitude to think critically and work through ambiguity.

·    Bachelor's degree in science / technology / engineering / mathematics / computer science /computer applications / information technology.

What we offer

·      Opportunity to be part of a global organization focused on development,

·      Open-minded and multinational environment,

·      Training & development opportunities including language courses,