Service Desk Support

Level 1 Support Agent

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.

What We Offer

• The chance to work with impact. Here, you're empowered to bring your biggest thinking to help our company and clients improve everyday life.
• Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
• The opportunity to thrive on a high caliber team with heart. We celebrate each other's experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
• A comprehensive total rewards package, including a competitive salary and pension plan with matching contributions.
• Flexible health and financial benefits to support you and your eligible dependents —from day one.
• True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.

About Us

Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World's Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com.

Other Employment-Related Information

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.

While our system allows applications in all languages, job required language(s) and proficiency level(s) vary. However, basic English proficiency is required for Company-wide communications purposes. Further, for roles located in Quebec, professional English proficiency is required to communicate with our global clients.