Technical Support Team Leader - Remote Eligible

Tech Support Leader (Remote)

We're looking for a Tech Support Leader to join our dynamic team! In this role, you'll leverage your expertise in contact center operations and customer service to elevate our service delivery. Working remotely you'll play a pivotal role in resolving technical issues, ensuring seamless operations, and driving our mission of delivering exceptional customer experiences.

Key Responsibilities

• Troubleshoot technical issues within the contact center to minimize operational disruptions.
• Guide and support team members in resolving customer inquiries efficiently.
• Collaborate with cross-functional teams to improve service delivery processes.
• Diagnose and resolve POS hardware/software issues using your technical expertise.
• Ensure customer satisfaction by delivering timely and effective solutions.
• Document troubleshooting activities for future reference and knowledge sharing.
• Monitor system performance and proactively address potential issues.
• Stay updated with latest technologies and best practices in customer service.
• Communicate with stakeholders to provide updates on resolutions and improvements.
• Analyze data trends to recommend strategies for enhancing operations.
• Support new technology implementations to boost service desk efficiency.
• Foster collaboration and innovation within the team.
• Contribute to training materials to strengthen team skills and capabilities.

Qualifications

• Strong technical knowledge in contact center operations and customer service.
• Proficiency in troubleshooting POS systems (hardware and software).
• Excellent communication skills in English (written and spoken).
• Background in service desk operations with a focus on high-quality support.
• Adaptability to rotational shifts and hybrid work environments.
• Proactive problem-solving mindset with a drive for continuous improvement.
• 4–5 years of relevant experience into tech support.
• 2 years of previous TL experience.

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.

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 2025) is consistently listed among the most admired companies in the world.

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.

Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you'll deliver services to and collaborate with stakeholders outside the province who may not speak French.