German Social Media Agent for Streaming Service - Lisbon

at  Cognizant

We run a multilingual engineers’ modern businesses in Lisbon, Portugal. It is an instantly recognizable, global iconic brand and a place where employees learn, collaborate, and help improve a digital product used by over a billion people worldwide!
You will be part of a rapidly growing multilingual team. The Team will be working onsite with and alongside internal teams for a leading online multinational company to respond to requests and assist in the success of this project. You will receive extensive training to develop your skills to succeed in an environment that is professional, modern, fast paced and driven by excellence. For a number of reasons, we have been recognised as a top employer in Portugal and Canada in LinkedIn’s annual ranking of top companies.
We are committed to investing in our people. We offer a range of training programs at the start and throughout your career with Cognizant to increase your depth of knowledge on world-class platforms and tools.

KEY SKILLS

• Technologically capable and familiar with basic internet technologies (web, email, IM), software (browsers, common plug-ins, common websites) and terminology.
• An enthusiasm for Social Media technology.
• Interest/ working knowledge in online media or streaming platform worldwide brand.
• Demonstrated capabilities of critical thinking, analysis and problem solving.
• German level C1/C2 and English B2/C1
• Ability to develop and deliver client-focused solutions to customer needs through on-going, superior support interactions.
• Critical thinking and strong problem-solving skills - able to investigate and follow-up appropriately or make judgments and escalate when necessary.
• Comfortable with a rapidly changing environment.
• Ability to learn, retain and apply large amounts of product, procedure, policy, and system information.

WHAT YOU’LL DO

You will be providing Social Media support for our client’s video streaming platform. Social Media Agent will both have the accountability and responsibility to deliver on our customers’ needs, including thorough communication and prompt routing of escalations whenever necessary. As such, this role acts as a liaison between customers and resources across our client company, expediting the resolution of issues to empower customers to achieve the highest value and adoption of our software.

KEY RESPONSIBILITIES

• Focus on delivering on key results like customer satisfaction, first time resolution, efficiency, and quality metrics.
• Demonstrate ownership, high level of commitment and provide excellent customer service to the customer!
• Demonstrate innovation and intuition in identifying and escalating areas requiring operational adaptation and/or improvement and working at a fast pace.
• Solve Partner’s issues using innovative techniques, identifying efficiency gains, and conducting root cause analyses.
• Support partner queries in a professional and accurate manner.
• Serve as a consultant to internal, cross-functional stakeholders on the video platform product.

KEY RESPONSIBILITIES

• Focus on delivering on key results like customer satisfaction, first time resolution, efficiency, and quality metrics.
• Demonstrate ownership, high level of commitment and provide excellent customer service to the customer!
• Demonstrate innovation and intuition in identifying and escalating areas requiring operational adaptation and/or improvement and working at a fast pace.
• Solve Partner’s issues using innovative techniques, identifying efficiency gains, and conducting root cause analyses.
• Support partner queries in a professional and accurate manner.
• Serve as a consultant to internal, cross-functional stakeholders on the video platform product.