Description Who we are?Cognizant has been a tremendous success story globally over the last 20+ years.
It is a member of the NASDAQ-100, the S&P 500, the Forbes Global 2000, and the Fortune 500 and is ranked among the top performing and fastest growing companies in the world. About the role:You will be providing Social Media support for our client's video streaming platform.
Social Media Agent will both have the accountability and responsibility to deliver on our customers' needs, including thorough communication and prompt routing of escalations whenever necessary.
As such, this role acts as a liaison between customers and resources across our client company, expediting the resolution of issues to empower customers to achieve the highest value and adoption of our software.Key responsibilities• Focus on delivering on key results like customer satisfaction, first time resolution, efficiency, and quality metrics.• Demonstrate ownership, high level of commitment and provide excellent customer service to the customer!• Demonstrate innovation and intuition in identifying and escalating areas requiring operational adaptation and/or improvement and working at a fast pace.• Solve Partner's issues using innovative techniques, identifying efficiency gains, and conducting root cause analyses.• Support partner queries in a professional and accurate manner.• Serve as a consultant to internal, cross-functional stakeholders on the video platform product.Requirements• Technologically capable and familiar with basic internet technologies (web, email, IM), software (browsers, common plug-ins, common websites) and terminology.• An enthusiasm for Social Media technology.• Interest/ working knowledge in online media or streaming platform worldwide brand.• Demonstrated capabilities of critical thinking, analysis and problem solving.• German level C1/C2 and English B2/C1 • Ability to develop and deliver client-focused solutions to customer needs through on-going, superior support interactions.• Critical thinking and strong problem-solving skills - able to investigate and follow-up appropriately or make judgments and escalate when necessary.• Comfortable with a rapidly changing environment.• Ability to learn, retain and apply large amounts of product, procedure, policy, and system information.Key responsibilities• Focus on delivering on key results like customer satisfaction, first time resolution, efficiency, and quality metrics.• Demonstrate ownership, high level of commitment and provide excellent customer service to the customer!• Demonstrate innovation and intuition in identifying and escalating areas requiring operational adaptation and/or improvement and working at a fast pace.• Solve Partner's issues using innovative techniques, identifying efficiency gains, and conducting root cause analyses.• Support partner queries in a professional and accurate manner.• Serve as a consultant to internal, cross-functional stakeholders on the video platform product.Our offer:• Pleasant and inspiring working atmosphere• Opportunity to be part of a rapidly expanding global organization with irreproachable reputation• Professional development and clear career path• Training & development opportunities• Competitive salary & relocation allowance* *Relocation applicable only for international candidates joining us from abroad.
