Tech support specialist

Job Summary :

Join our remote dynamic team as a Specialist in Customer Handling and Troubleshooting specialist where you will leverage your expertise in POS Basics and Customer Service to enhance user experience. With a focus on technical knowledge you will address and resolve customer issues efficiently. This role offers a work-from-home model with rotational shifts providing flexibility and work-life balance.

Experience : 1 - 5 years

• Ensure meeting daily KPIs
• Receiving end-user calls
• Provide first-level resolutions
• Ticket creation/Categorization/Prioritization
• Ticket escalation to respective Support Group
• Incident resolution and recovery/Ticket Management
• Ticket Closure
• Follow up on existing tickets until resolution

Responsibilities :

- Address customer inquiries and issues related to POS systems ensuring timely and effective resolution.

- Utilize technical knowledge to troubleshoot and resolve hardware and software problems.

- Provide exceptional customer service enhancing user satisfaction and loyalty.

- Collaborate with team members to share insights and improve service delivery.

- Document and track customer interactions and resolutions for continuous improvement.

- Analyze customer feedback to identify trends and suggest improvements.

- Ensure compliance with company policies and procedures in all customer interactions.

- Maintain up-to-date knowledge of POS systems and industry trends. - Assist in the development of training materials for customer service representatives.

- Support end-of-day processing tasks to ensure seamless operations.

- Communicate effectively with customers in both Spanish and English.

- Adapt to rotational shifts to meet the needs of our global customer base.

- Contribute to the companys mission by enhancing customer satisfaction and operational efficiency.

-Qualifications -

Possess strong technical skills in POS Basics and Customer Service.

Demonstrate proficiency in troubleshooting technical issues.

Exhibit excellent communication skills in Spanish and English.

Have experience in EOD processing and POS Software & Hardware.

Show ability to work independently in a remote setting.

Display strong problem-solving skills and attention to detail.

The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 300,000 associates around the world.
• We don’t just dream of a better way – we make it happen.
• We take care of our people, clients, company, communities and climate by doing what’s right.
• We foster an innovative environment where you can build the career path that’s right for you.

About us:
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2025) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.

Disclaimer:
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.