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Customer Support Associate

3 months ago

Farmington, Michigan, United States Cognizant Full time

Cognizant is one of the world's leading professional services companies, we help our clients modernize technology, reinvent processes, and transform experiences, so they can stay ahead in our constantly evolving world.

Customer Support Associate provides a holistic support experience to Verily customers. As a customer support associate, you will be responsible for identifying customer needs, issues and concerns, and providing a differentiated customer experience to meet those needs or resolve those concerns. You will also be the face of Verily and a champion/SME of Verily products for the customers. This role will have a wide scope of responsibilities, from providing onboarding training & launch support to troubleshooting product issues in partnership with internal teams at Verily, all this with the end goal of making customers successful with Verily products and solutions.

Support Responsibilities Proactive
  • Customer onboarding support including product demos, training, initial setup, out-of-the-box walkthrough or onsite visit
  • Engaging with customers for existing or new product features, "how-to" help with new product releases
  • Capturing crucial feedback for product launches or changes that define the future roadmap for the product team
  • Recruiting customers to test beta-features and hand-hold them through the transition or onboarding
  • Supervising support trends and satisfaction levels, and communicating insights and recommendations with the account management and product teams to improve customer experience
  • Outreach to customers if product usage is lower than expected, to troubleshoot for potential issues or gather feedback to share with internal Verily stakeholders
Reactive
  • Providing differentiated support over channels like phone, email, chat, virtual meet, text
  • Supporting customers with billing/invoicing, returns, logistics, data ingestion
  • Technical troubleshooting for software products, hardware devices and other healthcare solutions
  • Working with internal stakeholders across Sales, Product, Engineering, and other departments to resolve ongoing customer issues or bugs
  • Ramping up on existing and new products to quickly become the product champion and SME for customers
Minimum qualifications
  • BS/BA degree or equivalent experience
  • Excellent written and verbal communication skills
  • Experience supporting software, hardware or healthcare products
  • Experience supporting enterprise systems and B2B customers
  • Customer engagement and/or call-center experience, with stellar people skills
  • Empathetic and tech savvy, with strong attention to detail
  • Confident presenter with solid soft skills on the phone or virtual meeting
  • Opening to working in shifts (generally between 5 AM PST to 8 PM PST)
Preferred qualifications
  • Knowledge of applicable clinical research regulatory requirements; i.e., Good Clinical Practice (GCP)
  • Proficiency with Google Workspace, Salesforce Service Cloud, dashboarding tools
  • Effective time management and organizational skills
  • Sales experience, selling software, hardware and/or healthcare products
  • Product experience, in roles like quality assurance, UX, engineering roles
Hourly Rate and Other Compensation:

The hourly rate for this position is between $25-$26.50 per hour, depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant's discretionary annual incentive program, based on performance and subject to the terms of Cognizant's applicable plans.

Benefits: Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

  • Medical/Dental/Vision/Life Insurance
  • Paid holidays plus Paid Time Off
  • 401(k) plan and contributions
  • Long-term/Short-term Disability
  • Paid Parental Leave
  • Employee Stock Purchase Plan

Disclaimer: The hourly rate, other compensation, and benefits 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.

Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.

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 345,000 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 (Nasdaq-100: CTSH) is one of the world's leading professional services companies, helping organizations modernize technology, reimagine processes and transform experiences so they stay ahead in a fast-changing world.

Our commitment to diversity and inclusion:

Cognizant is an equal opportunity employer that embraces diversity, champions equity and values inclusion. We are dedicated to nurturing a community where everyone feels heard, accepted and welcome. 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 protected characteristic as outlined by federal, state or local laws.

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.