Support Agent
hace 2 semanas
**At #Cognizant, we have an ideal opportunity for you to be part of one of the largest companies in the digital industry worldwide. A company where we look for people who contribute new ideas, experiencing a dynamic and growing environment. At Cognizant, we promote an inclusive culture where we value different perspectives.**
We are currently looking for a **Support Agent - Customer Representative**.
**What you´ll do?**
As a product support associate you will work on external (client/Advertiser facing) products like AdWords (Search advertising and Display advertising) and Analytics (web analytics to measure Pay Per Click Return On Investment) providing support to client employees and Advertisers / clients directly on campaign performance-related issues. You will receive consults from internal teams for troubleshooting. All of your efforts go toward ensuring that our ad products are working and our customers optimize them to deliver desired results.
? Minimum BA/BS/Graduation degree or equivalent practical experience with a strong academic record
? Minimum 2 Years of strong technical troubleshooting experience using online advertising / analytics products or hardware troubleshooting products.
? Specifically for** Policy & Billing**; either 1 or more of:
- Experience in supporting Advertising products like AdWords (Search, Shopping, Display & Mobile), Analytics (PPC ROI tracking) with in-depth knowledge on various online advertising policies (Search, Display, Mobile, Video) and revenue models (like Pay per click or Cost Per click, Cost Per (Thousand) Impressions, Cost Per View, and/or Cost Per Acquisition)
- Understanding of billing and invoicing structure of advertising platforms (Facebook, Google & others)
- Google Certifications (AdWords and/or Analytics)
? **Strong grasp of written & spoken English language.**
? Quick learner: able to quickly absorb complex product and procedural information, and seamlessly adapt to rapid changes in the product, process and workflow as they occur.
? Customer service skills: ability to make decisions based on the best interests of customers, as well as the technical escalations team.
? Analytical and proactive mindset: be able to quickly understand, analyze and make recommendations for improvement for internal processes, where appropriate. Able to quickly identify information required for appropriate technical troubleshooting.
? Comfort with ambiguity: in cases not covered by documented workflows/instructions, ability to make appropriate decisions.
? Highly responsive and productive under time pressure: able to consistently deal with high volumes and prioritize the work accordingly.
**What do we value?**
People with initiative and responsibility, who have good diction and excellent treatment with the client. We will assess those who have a technical profile or related experience in the role.
**Key Responsibilities**:
? Demonstrates effective, clear and professional written and oral communication
? Provides prompt and efficient service to Customers and Account Managers including the appropriate escalation of Customer’s issues
? Maintains a positive and professional demeanor always portraying the company in a positive light and effectively managing sensitive issues
? Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures
? Contributes to a positive team environment and proactively aids team members with difficult contacts as needed
? Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance
? Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channel including improvement suggestions
? Liaise with other departments and teams as required to resolve Customer issues and questions
**Why Cognizant?**
- _A career_ in one of the largest and fastest growing IT services providers worldwide.
- _Ongoing support_ and funding with training and development plans.
- Opportunity to work for _leading global companies_.
- Our _work environment is diverse_, collaborative and inclusive. We create conditions for everyone to thrive.
- A highly _competitive salary_ and _great benefits_, such as OSDE for you and your primary family group, annual bonus and many other benefits that we are going to share during the selection process.
**Location**:Buenos Aires, Argentina.
**Shift**: Full Time.
**Are you ready?**
**Join our team**
**Employee Status **:Full Time Employee
**Shift **:Day Job
**Travel **:No
**Job Posting **:May 28 2023
**About Cognizant
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