Bilingual Customer Service Associate (French)

Cognizant Technology Solutions Philippines Inc.; Philippines; On-site; PHP 360,000 - 540,000; Full time

Job summary

Cognizant Technology Solutions Philippines Inc. invites applications for a bilingual IT support role.

The successful candidate will handle proactive and reactive customer support, troubleshoot issues across channels, and collaborate with internal teams to resolve inquiries related to client products and services. The role requires strong French and English communication, a CS degree or equivalent, and a proven ability to work effectively in dynamic environments.

Qualifications

• Proficient in French (CEFR C1) and English (CEFR B2).
• B.S. in Computer Science or related field, or equivalent experience.
• Experience in customer-facing IT topics (tech support, SaaS).
• Strong written and verbal communication, time management and organization.

Responsibilities

• Provide proactive and reactive support for customers and partners.
• Deliver technical support for client products and services.
• Troubleshoot inquiries across channels (phone, chat, email).
• Use tools like browser dev tools, SQL, and internal systems to resolve issues.
• Identify product improvements and high-impact fixes.
• Promote client products based on customer needs and usage.

Skills

French language proficiency

English language proficiency

Communication skills

Time management

Collaboration

Self-motivated

Education

Bachelor of Science in Computer Science

Tools

Fiddler

HAR Analyzer

Browser dev tools

SQL

Job description

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!

Who Thrives Here:

• Proficient in both French and English, with a minimum CEFR C1 level in French and CEFR B2 level in English.
• Demonstrated excellent verbal and written communication skills in both French and English.
• Bachelor of Science degree in Computer Science, Engineering, or a related technical discipline, or an equivalent combination of education and experience.
• Previous customer-facing experience involving IT-related topics (e.g., technical support, SaaS troubleshooting, customer support, or similar).
• Self-motivated and goal-oriented, with strong organizational and time management skills.
• Ability to remain composed in critical situations and communicate effectively with internal and external stakeholders.
• Strong collaboration skills and the ability to work effectively across teams.
• Understanding of log analysis and troubleshooting using tools such as Fiddler, HAR Analyzer, browser developer tools, or similar network analysis tools.

Responsibilities

• Proactive and Reactive Support: Deliver proactive and reactive support for customers, partners, and internal teams to resolve issues, address subscription inquiries, and complete technical tasks, assisting and facilitating communication between client and the customers.
• Technical Support: Provide exceptional technical support for client products and associated services.
• Issue Troubleshooting: Handle incoming support channels to troubleshoot customers' inquiries and issues with client products, including account access, setup, document workflows, billing, etc.
• Support Tools Utilization: Utilize support tools and resources necessary to solve customers’ issues and queries, including telephone, chat, client proprietary systems, browser developer tools, internal admin console, SQL, and text analysis tooling.
• Product Improvement Identification: Proactively identify improvements to the product, identify bugs, and discover high-impact opportunities to enhance the customer experience.
• Product Promotion: Promote client products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needs.
• Escalated Case Management: Manage non-complex escalated cases from internal channels to troubleshoot issues customers face when using client products.
• Service Level Goals: Meet and exceed client Customer Support service level goals for areas of product expertise.
• Communication Management: Manage communication between client 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 to the customer’s language.
• Translation Assistance: Contribute to reviewing and translating localized language content as needed. Manage communication between client and the customers using their preferred local
  

Why Join Us?

At Cognizant, we don’t just offer jobs—we build careers that thrive in the digital era.

• Growth That Matters – Clear career paths, continuous learning, and opportunities to move into leadership or specialized roles. You’re not just filling a seat—you’re building a future.
• Support That Empowers – A collaborative culture where your voice is heard, your ideas matter, and your well-being is prioritized through strong benefits and work-life balance.
• Impact That Inspires – Work on global accounts that shape industries, influence millions of users, and give you a sense of purpose beyond the paycheck.