Deskripsi Pekerjaan
Join Cognizant, a global technology leader serving diverse industries with cutting-edge solutions. We're seeking a dynamic Social Media Agent - Technical Support to deliver exceptional customer experiences through digital channels. In this role, you'll be the face of our brand on social platforms, resolving technical inquiries with precision and empathy while maintaining a positive online presence. Leverage your communication skills to transform customer interactions into opportunities for brand loyalty. Cognizant offers a collaborative environment where innovation thrives, and your contributions directly impact our mission to drive digital transformation worldwide. Grow your career with a company that values continuous learning and professional development.
Tanggung Jawab
- Manage and respond to technical support inquiries across social media platforms (Facebook, Twitter, LinkedIn)
- Diagnose and resolve customer issues using remote troubleshooting tools and knowledge bases
- Escalate complex technical cases to specialized support teams with detailed documentation
- Maintain accurate customer interaction records in CRM systems
- Monitor social channels for emerging trends and customer sentiment
- Create and update self-help resources for common technical issues
- Collaborate with product teams to identify recurring technical concerns
Kualifikasi
- Bachelor's degree in IT, Communications, or related field (or equivalent experience)
- Minimum 1 year experience in customer service or technical support
- Proficiency in English with exceptional written communication skills
- Familiarity with social media management tools and analytics platforms
- Basic understanding of technical concepts (software, hardware, networking)
- Ability to multitask in a fast-paced digital environment
- Strong problem-solving skills with customer-centric approach
- Willingness to work flexible hours including weekends