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!
Modern Solutions and Support (MSS) organization is looking for a customer obsessed, analytical, and high energy individual to join our team as a Postmortem Analyst as part of the Executive Customer Relations team. This role will focus on Executive-Legal-Press escalations and can span across Consumer & Commercial customers. We seek to learn from every interaction and advocate for an effortless support experience to bring the voice of the customer into the design of the future. We work across the complete range of Microsoft offerings including software, services and devices.
The Executive Postmortem Analyst performs support quality reviews for Executive, Legal, and PR escalations while collaborating with internal CSS employees to collect the right level of data to be able to complete full postmortem of an escalation. This requires engagement with various internal teams to review policy and processes that impact quality and customer experience. This includes reinforcing capable solutions to customer issues and identifying pain points customers are experiencing in order to promote continuous improvements while creating a stronger customer experience. They will work on opportunities to reduce escalations as well as provide guidance to the delivery teams. This individual will be expected to proactively develop strong relationships across the organization, working collaboratively with advocates, team leads, and FTEs.
**Main Responsibilities**
- Understand the CSS and Escalation support ecosystem
- Partner closely with escalation teams and support delivery teams within CSS
- Work on ADO; create and update work items to be reported out to the leadership level
- Identifying reoccurring or emerging issues and escalating them to the appropriate channels
- Collaborating with CSS and other teams such as Product Group, Engineering Group etc
- Ensure all reviews are correctly documented and calibrated around the necessary customer issues
- Effective coordination of communication
- Partner closely with delivery sites:
o Identify pain points
o Promote continuous improvements in quality
o Create a seamless customer experience
- Deliver timely and comprehensive solutions to appropriate parties
**Desired Experience:**
- 5+ years Customer Service and Support experience.
- Problem solving and research skills.
- Organizational skills with attention to detail.
- Demonstrated business maturity.
- Escalation management & Critical situation handling.
**Personal Attributes/Interpersonal Skills:**
- Collaborative team player with strong stakeholder management skills.
- Excellent time organization and close-out discipline.
- Problem solver that can identify both short term mitigation and propose options for longer term resolution.
- Strong written and verbal communication skills.
- Excellent judgment, decision making skills, and the ability to work under continual deadline pressure.
- Ability to manage and work within ambiguity to reach a successful outcome.
- Ability to influence and build relationships in an international environment.
- Inquisitive and proactive, actively seeing new problems.
- Work remotely on individual issues whilst contributing to the team success.
**Hourly Rate and Other Compensation:**
The annual salary for this position is between $65,000 - $72,800 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.