Customer Support Representative

at  Cognizant

Position Summary
The Core Support Expert is a pivotal role within Docusign’s customer service delivery, acting as a strategic advisor to customers while serving as their primary point of contact. Our commitment to delivering exceptional customer experiences is exemplified by the Core Customer Support Expert, who embodies technical proficiency, customer-centricity, and a collaborative approach.
With a focus on educating, troubleshooting, and delighting customers, this role bridges the gap between customers and various internal functions within Docusign. Whether it’s resolving technical inquiries, addressing billing issues, or providing general support, the Core Support Expert ensures that customers receive timely and effective assistance.
Furthermore, the Core Support Expert serves as a conduit for customer feedback, advocating for their needs and preferences within the organization. By working closely with cross-functional teams, they expedite issue resolution, enhance support practices, and contribute to continuous improvement initiatives.
In essence, the Core Support Expert plays a vital role in empowering customers to maximize the value and adoption of Docusign’s software, driving customer satisfaction and loyalty.
Responsibilities
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Proactive and Reactive Support: Deliver proactive and reactive support for customers, partners, and Docusign internal teams to resolve issues, address subscription inquiries, and provide exceptional support for Docusign products and associated services.
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Issue Troubleshooting: Handle incoming support channels to troubleshoot customers’ inquiries and issues with Docusign products, including account access, setup, document workflows, billing, etc.
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Support Tools Utilization: Utilize support tools and resources necessary to solve customer queries, including telephone, chat, Salesforce, Jira, and Docusign proprietary systems.
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Product Improvement Identification: Proactively identify improvements to the product, identify bugs, and discover opportunities to enhance the customer experience.
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Product Promotion: Promote Docusign products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needs.
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Service Level Goals: Meet and exceed Docusign Customer Support service level goals.
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Communication Management: Manage communication between Docusign and customers, ensuring timely updates and effective resolution of issues.
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Customer Advocacy: Serve as an advocate for customer needs and feedback within the organization, working to improve overall customer experience and satisfaction.
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Internal Peer Support:
Provide support for internal peers on product knowledge and engagement path

Please refer the Job description for details