An opportunity exists for a dedicated Level 1 Support Agent to act as the initial resolution point for one of our clients in the Medical Practices industry and be responsible for providing a positive support experience.
Our delivery model facilitates collaboration, openness, and creative problem-solving, within our Support Team and offers flexible work options, in-office, or hybrid.
The successful candidate must have the ability to work various shifts on a rotating roster between 8:00 am to 10:30 pm, Monday to Friday. Overtime is offered on weekends and public holidays.
Role & Responsibilities
- Answer incoming customer enquiries via phone, email, and live chat while providing an exceptional customer experience regarding the effective use of the Medical Director products.
- Provide software application support and problem resolution for users of the various Medical Director platforms within Service Level Agreements.
- Troubleshoot, analyse, and identify software-related issues and propose solutions.
- Liaise with the Support & Escalation Team to resolve unusual and complex customer requests, following the escalation process as required.
- Maintain & Develop customer relationships.
- Stay updated with the features of Medical Director platforms and how they are applied in typical Medical Practice processes through internal and external training, documentation, and other resources.
- Review customer requests and feedback periodically with Team Leader and/or Customer Service Manager to identify and act on opportunities for improvement.
- Provide ongoing support to Medical Director's internal stakeholders when required.
Next Steps
If you feel this opportunity suits you, or Cognizant is the type of organization you would like to join, we want to have a conversation with you! Please apply directly with us.
For a complete list of open opportunities with Cognizant, visit http://www.cognizant.com/careers. Cognizant is committed to providing Equal Employment Opportunities. Successful candidates will be required to undergo a background check.
