IT Service Desk Analyst - Growth & Impact

Cognizant Softvision, LLC; Philippines; On-site; PHP 240,000 - 360,000; Full time

Job summary

Cognizant Softvision, LLC in the Philippines is seeking an entry-level Customer Support Specialist to handle café domain and POS/PMS related inquiries. You will participate in extensive training and provide support via phone, email, or chat, ensuring accurate data entry and adherence to verification procedures.

Responsibilities include taking calls, recording issues in the ticketing system, and escalating when needed.

Qualifications

• High School Graduate
• Minimum of 6 months experience as TSR, ITHD, ITSD, or BPO CSR
• Amenable to work in a project-based setup for 3 months

Responsibilities

• Complete extensive ongoing training to maintain competency in Café domain and POS/PMS application knowledge
• Be available to take inbound and outbound calls from café/store points of contact
• Answer inbound calls from cafés/stores and promptly respond to customer inquiries via phone, email, or chat with accuracy and professionalism
• Ensure account verification procedures are properly followed
• Adhere to POS/PMS incident call handling requirements while interacting with customers
• Create incidents in the Client/Cognizant ticketing tool
• Listen actively and probe to determine customer needs; call back customers if additional input is required
• Obtain as much information as possible from callers to clearly understand the query
• Search document repositories and incident history for similar or related issues to identify solutions. If a solution is not readily available, coordinate with the application SME/POC for additional support
• Accurately record customer issues in the Client/Cognizant ticketing tool
• Track open tickets through to resolution and ensure tickets are closed immediately after resolution is provided
• Escalate to the appropriate point of contact if a timely resolution is not available

Skills

BPO CSR

Education

High School Graduate

Job description

Cognizant Softvision, LLC in the Philippines is seeking an entry-level Customer Support Specialist to handle café domain and POS/PMS related inquiries. You will participate in extensive training and provide support via phone, email, or chat, ensuring accurate data entry and adherence to verification procedures.

Responsibilities include taking calls, recording issues in the ticketing system, and escalating when needed.