API Technical Support Expert

7 days ago


Metro Manila, Philippines Cognizant Technology Solutions Philippines Inc. Full time

Cognizant is a global organization serving clients across multiple industries with a deep set of offerings provided by our practice areas and supported by corporate and enabling functions. Employing roughly 270,000 talented associates worldwide, Cognizant is dedicated to anticipating and solving clients’ toughest problems and enabling them to thrive in the digital era. Join us and Be Cognizant

Job Responsibility:

Deliver proactive and reactive support for customers, partners, and internal teams to resolve issues, address subscription inquiries, and complete technical tasks, assisting and facilitating communication between the client and the customers using their local language Manage communication between DocuSign and the customers using their preferred local language Contributes to reviewing and translating localized language contents as needed  Provides exceptional technical support Handles incoming support channels to troubleshoot customers' inquiries and issues customers face when using client products, including account access, setup, documents workflows, billing, etc…Utilizes support tools and resources necessary to solve customers’ issues and queries, including telephone, chat, Salesforce, Jira, G-Suite, browser developer tools, internal admin console, SQL, and text analysis tooling.Proactively identifies improvements to the product, identifies bugs, and otherwise discovers high-impact opportunities to enhance the customer experiencePromotes client products and services to customers and prospective customers via consultative discussion and evaluation of their service and support needs

Qualifications:

Bachelor of Science degree in a Computer Science, Engineering, or related technical discipline, or an equivalent combination of education or experienceFluent in English3+ years of SaaS troubleshooting experience in a Technical Support capacity, with one year as a developer OR 2+ years as a Software Engineer/Software Test Engineer1-2 years of experience with Internet technologies including REST APIs, JSON, XML, SOAP, PubSub architecture, and software technologies including .NET (in using and debugging)Proficient in one or more coding languages including Python, Ruby, JavaScript, C#, PHP, Node.JS, and Java (in using and debugging)Demonstrated ability to troubleshoot and triage complex, code-related technical issuesUnderstanding of log analysis using network tools such as Fiddler, HAR Analyzer, browser developer tools or similarBasic experience in troubleshooting performance & network related issues.Experience using GitHub to host code samplesPrevious customer-facing role experience with IT topics (ie. customer support, SaaS troubleshooting experience in a Technical Support capacity, etc...)

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