Italian Speaking User Experience Center Engineer

at  Cognizant

REQUIREMENTS

• Completed high school degree or BA degree
• Advanced or native in Italian language and have upper-intermediate English language skills
• Experienced in any customer service role
• Have basic IT skills
• You have willing-to-learn attitude & customer-focus mindset
• Excellent communication skills – both written and spoken
• Flexible, multitasking, dynamic personality, team player attitude
• You have logical thinking, good problem-solving skills
• Open for working in shifts

BASIC PURPOSE OF ROLE

The User Experience Center Engineer will provide elevated support for customers in Italian as well as in English language. The issues reported by the customers will be both technical as well as functional, which will require an exceptionally good knowledge of the IT environment and applications and ITSM processes.

TASKS AND RESPONSIBILITIES

• End user experience monitoring
• Digital experience analytics
• Conduct investigations to identify patterns or commonalities
• Perform regular health checks
• Creating proactive incidents for improvement in performance
• Coordinate with resolver groups for maintenance and break/fix activities
• Monitor critical and high priority tickets (P1 & P2)
• Validate and alert respective site engineer and country leads to take immediate actions to avoid Service Level Agreement breaches
• Report issues to higher level resolver groups for immediate actions
• Coordinate and collaborate with Cognizant’s partners and vendors
• Provide elevated level of technical remote support
• Incident Management and Request Fulfillment
• Contribute to and participate in account review meetings with leadership
• Provide inputs and observations regarding internal process- , workflow- and knowledge management, as well as continuous service improvement initiatives
• Maintain a high level of quality customer service
• Any additional project-specific task assigned by direct supervisor or above