Tech Support/Content Review - Tier 2 en Dublin, Dublin, Irlanda

Cognizant Technology Solutions Ireland Empleador directo

Primary Responsibilities:

The primary focus of the role will be to execute ground truth labels on our client's accounts.


This will involve holistically:

  • Reviewing accounts (complex objects),
  • Taking inputs from over 30 SRT widgets and additional tools (e.g. Bouncer, Layton, Gnosis, User Admin Tool, etc.)
  • Utilizing a mental model that has been developed to determine whether an account is abusive, benign or empty

The purpose of this role is to inform business measurement and detection processes. This labeling will be executed for both weekly metric requirements and ad hoc ground truth label requests

As our client's users base continues to evolve in the way they use their platform, this role requires continual re-learning and re-calibrating of the ground truth mental model to ensure familiarity with and ability to identify all types of users on the platform (with particular significance on understanding nuances in fake and abusive accounts).

Mental model alignment and accuracy is crucial for success in this role. In order to achieve this, continual calibration on this mental model will be a core responsibility.

Experience:

  • Minimum 2 years Tech Support as T2/Escalation agents
  • Experience in digital space written, spoken, reading communications and understanding of local culture skills as per the following Hyderabad English
  • Proactively identifying Problems Documentation support research
  • Basic project skills MS Office skills Excel functions pivots data analysis Strong attention to detail High analytical and research skills
  • Data entry experience
  • Quick learning and understanding of complex processes
  • Experience with social networking or similar programs Internet Savvy
  • Strong knowledge on operations service delivery and ability to manage critical situations with minimum supervision
  • Good Analytical Coordination skills are essential
  • Good interpersonal and communication skills
  • Strong keyboard skills Ability to perform in adverse situations
  • Accountable for the success and quality

Education Guidelines (Typical):

BA/BS degree or equivalent experience

About Cognizant: Cognizant (Nasdaq-100: CTSH) 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 is ranked 195 on the Fortune 500 and is consistently listed among the most admired companies in the world.

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