Troubleshooting & Customer Service Agent at Cognizant in Gurugram

Troubleshooting & Customer Service Agent

Role Overview

Agent, you will serve as the dedicated, go-to expert for our most valued, top-tier advertisers. In this high-touch role, you will be responsible for diagnosing and resolving complex platform and performance issues, consulting on campaign optimizations, and delivering exceptional client experience across voice, chat, and email channels.

Key Responsibilities

• Technical Troubleshooting & Issue Resolution:

Diagnose and resolve complex technical and performance issues within Ads, including campaign setup, ad disapprovals, budget pacing, bidding strategies, and targeting.

Troubleshoot advanced conversion tracking, tagging, and Analytics integrations.

Take end-to-end ownership of client issues, driving resolution independently or by partnering with cross-functional lines of business (LOBs).

Promptly flag, document, and manage escalations to ensure timely, high-quality resolutions for advertisers.

• Client Consultation & Relationship Management:

Deliver high-touch customer support across Phone, Chat, and Email channels, with mandatory voice handling.

Translate complex technical and platform concepts into clear, concise, and actionable guidance for advertisers.

Understand advertisers core business objectives and recommend tailored, strategic solutions to enhance campaign ROI and performance.

Proactively analyze campaign data, identify trends, and advise clients on optimization opportunities and best practices.

• Process Improvement & Platform Expertise:

Develop and implement efficient troubleshooting workflows, leveraging automation tools and scripts to streamline resolutions.

Stay at the forefront of Ads updates, product rollouts, and advertising guidelines by attending webinars, product trainings, and industry sessions.

Adapt to the changing needs and growing demands of advertisers to deliver scaled, agile support.

Educational Qualifications & Certifications

• Education: Bachelors Degree / Graduation in any discipline.

Required Experience & Qualifications

• Customer Support Background:

Mandatory phone/voice customer support experience within a fast-paced BPO / contact center environment.

Hands-on experience delivering international multi-channel support (Phone, Chat, and Email).

• Shift Flexibility:

Willingness and availability to work in a 24/7 rotational shift environment.