Onsite Call Center SME – Rider & Driver Support Lead

Cognizant Technology Solutions Corporation; Mesa (AZ); On-site; USD 33,000 - 47,000; Full time

Benefits offered by this job

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

Job summary

Cognizant Technology Solutions Corporation in Mesa, AZ is hiring a on-site Subject Matter Expert with call center experience to support rider, driver and dispatch interactions. The role focuses on front-line direction and ensuring quality service in every contact.

Responsibilities include mastering client policies, troubleshooting, coaching agents, escalating issues, and contributing to knowledge management and training initiatives, with a 24x7 shift readiness.

Qualifications

• High School diploma or equivalent required.
• Basic knowledge of Google Suite.
• Ability to use spreadsheets for operational reporting.
• Excellent time management and prioritization.
• Ability to work days, evenings, overnight and holidays.
• Excellent written and verbal skills.
• Automobile industry customer service experience.
• Comfortable in a rapidly changing environment.
• Strong problem-solving and attention to detail.
• Flexible to working shifts in a 24x7 setting.

Responsibilities

• Learn and maintain knowledge of client policies and processes.
• Serve as primary contact for troubleshooting and escalations.
• Observe and report negative performance or behavior of live agents.
• Promote development by demonstrating a positive attitude.
• Bring operational knowledge to client meetings.
• Collaborate with training on knowledge management.

Skills

Google Suite basics

Spreadsheet reporting

Time management

Shift flexibility

Written & verbal skills

Auto industry customer service

Problem-solving

Communication skills

Education

High School diploma or equivalent

Job description

Cognizant Technology Solutions Corporation in Mesa, AZ is hiring a on-site Subject Matter Expert with call center experience to support rider, driver and dispatch interactions. The role focuses on front-line direction and ensuring quality service in every contact.

Responsibilities include mastering client policies, troubleshooting, coaching agents, escalating issues, and contributing to knowledge management and training initiatives, with a 24x7 shift readiness.