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!
Skilled and organized individual to guide operational excellence within the DevCenter support team. This role is responsible for training, quality assurance, escalations, and knowledge management, ensuring that support advocates are empowered with the tools, information, and guidance they need to deliver exceptional service. The ideal candidate has strong communication skills, experience in customer support, and a deep understanding of technical support processes and stakeholder engagement.
**Main Responsibilities:**
Training Facilitation
Lead training sessions for all new hires within the DevCenter support team, ensuring a strong foundation in process knowledge, tools, and workflows.
- Training Content Creation
Develop and maintain up-to-date training materials, documentation, and process guides to support advocate learning and continuous improvement.
- Process Communication
Act as the primary communicator for new processes or changes, ensuring advocates are kept informed and aligned with operational updates.
- Tech Router Request Reassignment
Perform daily reassignment of Tech Router requests, ensuring they are routed to the appropriate advocates or teams efficiently.
- Escalation Handling
Monitor and respond to escalated issues via the Ecomsup alias, coordinating with relevant teams for resolution and providing clear stakeholder communication.
- SME Support
Serve as the primary point of contact for advocate questions in the SME support channel, providing timely and accurate responses.
- Cross-Functional Collaboration
Work closely with internal Partner Center teams to share feedback, refine existing processes, implement new workflows, and support data reporting needs.
- Quality Assurance (QA)
Conduct QA reviews for advocate interactions, providing feedback and coaching to maintain and improve support standards.
- Resource Forecasting
Compile and present operational data to forecast resource needs for support delivery, sharing insights with planning and delivery stakeholders.
- Customer Relationship Management
Engage in direct customer interactions when needed, maintaining a high standard of support and ensuring feedback is acted upon.
- Troubleshooting and Problem Solving
Analyse recurring issues, perform root-cause investigations, and contribute to process or system improvements.
**Qualifications:**
- Demonstrated experience in a support or subject matter expert role
- Strong verbal and written communication skills
- Experience in training facilitation and content development
- Familiarity with technical support tools and ticket routing systems
- Proven ability to manage escalations and troubleshoot complex issues
- Ability to analyse data for decision-making and planning
- Experience in stakeholder communication and cross-functional collaboration
- Strong attention to detail and a focus on continuous improvement
**Hourly Rate and Other Compensation:**
The annual salary for this position is between $51,168 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.