Senior Systems Executive

at  Cognizant

Role Responsibilities

• Serve as the first point of contact for customers seeking technical assistance at walkup support locations, over the phone, remote connection software, chat, and email
• Flexible, able to multitask, and prioritize reported issues
• Provide a high level of customer service to users seeking problem resolution
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in internal ticketing systems
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Understanding of end-user network troubleshooting tools and practices

Skills and Experience

• Proven experience as a help desk technician or IT support technician
• Good understanding and troubleshooting resolution skills of computer systems, mobile devices and other tech products including mobile device management (MDM), iOS/ Android, Mac, Windows
• Ability to diagnose and resolve basic end-user technical issues
• Proficiency in English, excellent task management, verbal, and written communication skills
• Customer-oriented technical professional
• Technical support professional with good amount of years of experience in the IT technical support field focused on end-user support

Job ID 00059613381

• Serve as the first point of contact for customers seeking technical assistance at walkup support locations, over the phone, remote connection software, chat, and email
• Flexible, able to multitask, and prioritize reported issues
• Provide a high level of customer service to users seeking problem resolution
• Perform remote troubleshooting through diagnostic techniques and pertinent questions
• Determine the best solution based on the issue and details provided by customers
• Walk the customer through the problem-solving process
• Direct unresolved issues to the next level of support personnel
• Provide accurate information on IT products or services
• Record events and problems and their resolution in internal ticketing systems
• Follow-up and update customer status and information
• Pass on any feedback or suggestions by customers to the appropriate internal team
• Understanding of end-user network troubleshooting tools and practice