French speaking Customer Support Representative
Cognizant
- Budapest
- Állandó
- Teljes munkaidő
- Competitive salary and cafeteria benefits; free sport allowance (near the office buildings), All You Can Move SportPass (at a discounted price), medical benefits and other perks
- Risk and accident insurance
- Chance to be part of a rapidly expanding organization
- Training and continuous learning and certification opportunities
- Multilingual environment, native colleagues
- Pleasant and inspiring working atmosphere with multicultural community and state-of-the-art technologies
- Easy to access location and modern office building (easy to reach from city centre, 10-15 minute commute)
- Reimbursable language courses
- Team events and Company events (cool and youthful parties with team-games)
- High value awards and recognitions, annual bonus for top performers, and annual salary review
- Service window: Monday to Friday 7am - 8pm
- On site work twice a week
- Provide exceptional support for our applications and associated services
- Answer phone calls, chat and emails to troubleshoot issues customers face when using our products, including account access, setting up templates, sending documents, billing, etc…
- Meet and exceed service level goals
- Utilize support tools and resources necessary to get the job done, including e- mail, chat, telephone and Salesforce
- Proactively identify improvements to the product, identify bugs and otherwise determine opportunities to enhance the customer experience.
- Stakeholder/Business Management:
- Respond through email and chat
- Meet/Exceed targets set within the key research activities
- Process Improvements and Adherence:
- Ensure process guidelines are followed and met as documented
- Stay updated with the process knowledge / changes - refer to knowledge updates/ repositories to effectively process transactions
- Adhere to security practices set by organization
- People/Team:
- Contribute to and participate proactively in knowledge sharing sessions
- Participate and contribute to organizational level activities
- Personal Excellence:
- Record own attendance and Cognizant related queries
- Complete mandatory training for self as identified
- Align individual goals with team objectives (work cohesively with the team)
- High School Diploma
- Expert understanding of desktop operating systems including Microsoft Windows 2000
- General understanding of internet technologies
- Fluent or close to native in French; at least upper-intermediate English
- Understanding of Windows, Android and Apple OS is a plus
- Experience using Salesforce.com a plus
- Demonstrated customer service skills to be able to solve customer service issues—both technical and account related
- Self-motivated, highly collaborative, creative, goal-oriented and team-centric
- Superior oral and written communication skills
- Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
- Attention to detail, excellent organizational skills, superior time management skills
- Ability to work in a collegial fashion with peers in other organizational units
- Ability to work independently and problem solve in a rapidly changing and sometimes ambiguous environment
- Previous experience in a customer or technical support role a plus
- Fluency in Spanish a plus
- Bachelor’s degree or higher in a relevant field preferred
- Ability to troubleshoot regular exd CSS
- Log analysis experience using network tools such as Wireshark, Fiddler, Charles Proxy, browser developer tools or similar
- Self-motivated, goal-oriented, excellent organizational skills and superior time management skills
- Subject Matter Expert for at least one vertical across our client’s technologies
- Effective communication skills which are a key component of this role, with audiences that include customers, peers, and occasional executive presence pressions and other complex data validation rules
- Expertise with web-based applications, web service APIs, monitoring tools (e.g. Dynatrace), and authentication technologies such as SAML and oAuth
- Familiarity with structured query languages such as SQL and SOQL
- Ability to maintain composure in critical situations and communicate clearly with both internal and external customers
- Ability to collaborate with peers across the organization without friction
- Familiarity with our client’s Contract Lifecycle Management workflows and architecture
- Multi-lingual in our client’s supported languages
- Professional experience within relevant industries for which our client provides solutions