**Role description:** + Primary point of contact for users experiencing technical issues with the suite of products that we offer + Provide essential technical assistance, troubleshooting and guidance in the specific language you support to ensure our global users can effectively utilize our services + This role requires a strong blend of technical expertise, exceptional communication skills in the specific language, both written and spoken, and a passion for customer service + Your ability to empathize with users, explain technical concepts clearly, and deliver timely solutions will be crucial to your success in this role. **Responsibilities:** + Provide high-quality technical support to our users via various channels (mostly chat, but also email and outbound calls) in the specified language you support. + Diagnose, troubleshoot, and resolve a wide range of technical issues related to our applications, including setup, configuration, functionality, and integration. + Guide users through step-by-step solutions, ensuring they understand the resolution and can prevent future occurrences. + Document support interactions and solutions accurately and efficiently in our knowledge base. + Collaborate with other support teams and escalate complex issues to specialized teams when necessary. + Stay up-to-date with the latest features, updates, and best practices. + Maintain a high level of customer satisfaction by demonstrating empathy, patience, and professionalism in all interactions. **Qualifications:** + Excellent written communication skills – English (at least B2) & Italian (C1) + Proven experience in a technical support role or equivalent customer-facing technical experience. + Strong understanding of basic computer hardware, software, and networking concepts. + Excellent problem-solving and analytical skills with a logical and methodical approach. + Exceptional communication, interpersonal, and active listening skills. + Ability to explain technical information clearly and concisely to both technical and non-technical users. + Strong organizational skills and the ability to manage multiple tasks simultaneously. + Proficiency in using web-based applications and navigating online resources. **Cognizant Romania Employee Benefits:** + Flexible Work Schedule - Outside of main work hours, you can create a schedule that suits your needs + Annual Vacation Days - 26 days to relax, explore and spend time with loved ones + Trainings, workshops, and certifications, unlimited Udemy subscription and more + Private medical package + Meal tickets + Referral bonuses + Life insurance + Banking services + Bookster + EAP program 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.