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About Us:

Cognizant is one of the world's leading professional services companies, redefining clients' business, operating, and technology models for the digital era. Our outstanding industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S. Learn how Cognizant helps clients lead with digital at www.cognizant.com .

Key Responsibilities

+ Manage **Global Tier 1 Support Team** for eCommerce programs, ensuring timely resolution of escalations.

+ Oversee **case management** using Salesforce and JIRA Support Portals.

+ Conduct **weekly action meetings** to address and resolve critical cases.

+ Provide **routine training** to upskill Tier 1 team on new products, policies, and processes.

+ Collaborate with cross-functional teams including Fulfillment Vendors, IT, and multiple Product & Program teams (CML, eLearning, Exam Vouchers, Continuing Education, Certifications, Compliance, Global TAC, and Enterprise Software).

+ Create and maintain **process documentation** to ensure ISO compliance.

+ Develop **standardized responses** for clarity and consistency in customer communication.

+ Diagnose, triage, and resolve support cases with a focus on prioritizing critical issues.

+ Drive continuous improvement in support processes and customer experience.

Required Skills & Competencies

+ **Professionalism and character** as a member of a highly trained organization.

+ Enthusiastic, self-motivated, and persistent problem solver.

+ Strong experience in **partner, customer, vendor, and subcontractor coordination** .

+ Excellent **communication and organizational skills** .

+ Ability to work in **fast-paced environments** and collaborate effectively with teams.

+ Advanced proficiency in **Microsoft Office** and other business applications.

+ Dependable, quick learner with strong decision-making skills.

\#LI-SM1

Application Expire: 1/12/2026

The annual salary for this position is between $64,000 – $ 75,000 depending on experience and other qualifications of the successful candidate.

This position is also eligible for Cognizant’s discretionary annual incentive program and stock awards, based on performance and subject to the terms of Cognizant’s applicable plans.

Benefits:

Cognizant offers the following benefits for this position, subject to applicable eligibility requirements:

+ Medical/Dental/Vision/Life Insurance

+ Paid holidays plus Paid Time Off

+ Long-term/Short-term Disability

+ Paid Parental Leave

+ Employee Stock Purchase Plan

Disclaimer:

The salary, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.

Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.