.

Key Responsibilities:

Customer Support: Provide timely and accurate technical assistance via phone, email, or chat, effectively resolving customer inquiries and issues.
Troubleshooting Diagnostics: Identify, diagnose, and resolve hardware and software issues, investigate root causes, and implement effective solutions.
Product Setup Configuration: Assist customers in setting up and configuring products, ensuring smooth onboarding and seamless integration into their systems.
CRM Management: Maintain accurate records of customer interactions, technical issues, and resolutions within the CRM system to track issue resolution and improve service efficiency.
Collaboration: Work closely with internal technical teams to escalate and resolve complex issues, ensuring timely follow-up on open support tickets.
Customer Education: Educate customers on product features, troubleshooting methods, and best practices, empowering them to independently resolve common issues.
Solution Testing: Test and verify solutions to ensure complete resolution and customer satisfaction.
Documentation: Contribute to the creation of FAQs, knowledge base articles, and training materials to enable customers to access self-service resources.
Continuous Learning: Stay informed about product updates, software changes, and industry trends to enhance customer support capabilities.

Qualifications:

Experience: Proven experience in technical support or customer-facing roles, preferably in the tech or IT sector.
Technical Knowledge: Strong understanding of computer systems, software, hardware, and troubleshooting techniques.
Problem-Solving: Excellent diagnostic and problem-solving skills, with the ability to resolve complex technical issues.
Communication Skills: Ability to explain technical concepts clearly to non-technical customers, ensuring clarity and understanding.
Customer Focus: Strong verbal and written communication skills, with an emphasis on customer satisfaction.
Patience Professionalism: Ability to manage challenging customer situations with patience, professionalism, and a solution-oriented approach.
Teamwork Independence: Comfortable working independently as well as collaboratively within a team environment.

Preferred Skills:

CRM Support Tools: Familiarity with customer support software and CRM tools.
Certifications: Technical certifications (e.g., CompTIA A+, Microsoft Certified) are an advantage.
Industry Experience: Previous experience in IT services or telecommunications is beneficial.

If you are passionate about solving technical problems and providing top-notch customer service, we would love to have you on our team!

News and Events

News and information of our company, projects, partnerships, staff and community.

Feb

2025

Friday, February 7, 2025

Today, we at Cogniter proudly celebrate a remarkable milestone - 20 incredible years of dedication, leadership, and excellence by Col. R.S. Sandhu!

Friday, February 7, 2025

Oct

2024

Wednesday, October 30, 2024

The Cogniter family came together to celebrate Diwali, filling our office with festive joy, laughter, and vibrant energy. The entire workspace transformed into a colorful spectacle, radiating warmth and positivity as we embraced this festival.

Role: Customer Success Associate

Industry Type: IT Services & Consulting

Department: Customer Success, Service & Operations

Employment Type: Full Time, Permanent

Role Category: Customer Success

Education

UG: Any Graduate

PG: Any Postgraduate

Technical Support Executive