Subject Matter Expert

Subject Matter Expert

* In-Office- Plano, TX *

Subject Matter Experts have an important role within the Waymo Program which has a critical effect in operations. They provide front-line direction and support to our rider support agents while ensuring quality service is provided during every rider, driver or dispatch interaction.

Job Duties and Responsibilities

● Learn and maintain an extensive amount of knowledge regarding the client’s policies, processes, and philosophy.

● Act and serve as the primary point of contact for troubleshooting steps, and/or escalations.

● Observe, and Report negative performance and/or behavior concerns of live support agents to leadership for resolution.

● Promote the professional and personal development of individual team members by demonstrating a positive work ethic/attitude and commitment to achieving the best possible outcomes.

● Bring in-depth operational knowledge and a thoughtful understanding when participating in client meetings.

● Collaborate with training on developing and maintaining knowledge management.

Qualifications

● Basic knowledge of Google Suite (sheets, slides, docs, drive)

● Ability to use spreadsheet applications to maintain/develop operational reporting

● Exceptional time management, organizational, and prioritization skills to complete work in a timely manner

● Ability to work a variety of shifts including days, evenings, overnight and holidays

● Excellent written and verbal skills.

● Experience in automobile industry in a customer service environment

● Strict adherence to company philosophy and mission statement

● Comfortable with a rapidly changing environment adapting to changes as they come

● Strong problem-solving skills and excellent attention to detail

Cognizant will only consider applicants for this position who are legally authorized to work in the United States without requiring company sponsorship now or at any time in the future.

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