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. Cognizant is looking to expand our team and your skills are needed. Are you interested? If so, please apply in order to be considered. We look forward to reviewing your application!
**Main Responsibilities:**
- Lead a global support team resolving technical issues for 1,000+ OneNote for Education users, improving case resolution time, accuracy, and user satisfaction.
- Design and implement streamlined workflows that enhance team efficiency and service consistency.
- Conduct weekly 1-on-1 coaching sessions with team members tailored to individual performance metrics, focusing on both communication and technical skills to elevate overall support quality and professionalism.
- Analyze case data and user reviews to identify inefficiencies and optimized Class Notebook workflow processes, significantly increasing resolution speed and accuracy.
- Act as the main liaison between Microsoft, DP Leadership, and the support team, aligning business goals with frontline execution.
- Deliver Tier 1 escalation support for critical cases, minimizing downtime for educators and IT admins across global institutions.
- Collaborate closely with the Microsoft Teams support team to build seamless workflows and rapid-response solutions for Class Notebook integration with Teams and Assignments.
- Monitor engineering escalations (ICMs) and served as the direct point of contact for Microsoft product engineers, ensuring high-priority bugs and user feedback were addressed swiftly.
- Leverage five years of in-depth OneNote product expertise to resolve high-impact ICMs independently before engineering intervention, avoiding delays and reinforcing reliability during urgent incidents.
- Influence product design decisions by representing educator and admin pain points in engineering forums-contributing directly to product usability improvements.
- Provide frontline support during high-volume periods, demonstrating hands-on leadership and commitment to service continuity.
- Compile and present team performance reports to Microsoft and DP leadership, driving visibility and continuous improvement.
- Strategically manage and optimize global team scheduling, aligning support coverage with worldwide usage patterns and critical time zones-maximizing availability during peak hours and elevating Microsoft's international customer experience.
- Hold daily coordination meetings with Microsoft Teams and Assignments support teams to track trends and recurring issues with Class Notebook integration, enabling proactive identification, mitigation, and escalation of platform-wide challenges before they could impact users at scale.
- Deliver weekly data-driven reports to the OneNote Product Team and Program Manager, synthesizing issue trends, OCV (One Customer Voice) feedback based on metrics-providing actionable insights that directly influenced product improvements, engineering priorities, and long-term support strategy.
- Lead weekly training sessions with support engineers to proactively review issue trends, assess risks from recent update deployments, and develop effective workaround, positioning the team to resolve emerging problems swiftly and maintain high service continuity.
**Hourly Rate and Other Compensation:**
The annual salary for this position is between $55,000 -$66,560 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.
**LA County (only):** Qualified applicants with arrest and/or conviction records will be considered for employment.
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.
Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.