Technical Support Agent
Cognizant
Escazu, San José, Costa Rica
hace 14 días

The Technical Support ServiceDesk Agent 1 is responsible for providing courteous and professional customerservice, advising and assisting customers in the operation andadministration of their applicable technology for 4100 Payless stores acrossthe US, Canada, Central / South America and the Caribbean in a timely andefficient manner.

The position is responsiblefor taking the first technology contacts (calls, emails or online tickets)which includes analysis, troubleshooting, and leveraging company-

supportedknowledge base tools to resolve simple to moderately complex technical issuesand recognizing pervasive issues that may require problem escalation.

The associate will berequired to provide clear, accurate troubleshooting and status documentation inthe Service Desk ticketing application.

Thisposition performs technical support duties, while adhering to companyprocesses, productivity standards and escalation procedures.

This role owns meeting key measures,including Speed of Answer and First Call Resolution, while supportingadditional SLA’s for Aging by Urgency.

Technical Skills

SNo Primary Skill Proficiency Level

Domain Skills

SNo Primary Skill Proficiency Level

Required

  • Proficiency Legends
  • Proficiency Level Generic Reference

    The associate has basic awareness and comprehension of the skill and is in the process of acquiring this skill through various channels.

    The associate possesses working knowledge of the skill, and can actively and independently apply this skill in engagements and projects.

    The associate has comprehensive, in-depth and specialized knowledge of the skill. She / he has extensively demonstrated successful application of the skill in engagements or projects.

    The associate can function as a subject matter expert for this skill. The associate is capable of analyzing, evaluating and synthesizing solutions using the skill.

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