job description
Join Cognizant, a global leader in IT services and digital transformation, as a Technical Support Specialist (TSR) for Retail Accounts in the vibrant region of Bali, Indonesia. In this role, you will serve as the first point of contact for retail clients, delivering exceptional technical support to ensure seamless operations and customer satisfaction.
Cognizant empowers businesses across industries with cutting-edge solutions, and as part of our team, youâll contribute to innovative projects that drive efficiency and growth for retail partners. Whether troubleshooting software, resolving hardware issues, or providing guidance on system integrations, your expertise will play a pivotal role in maintaining high service standards and fostering long-term client relationships.
Based in Badung, Bali, youâll enjoy a dynamic work environment that blends professional excellence with the islandâs inspiring culture. This is your opportunity to grow your career in IT support while making a tangible impact in the retail technology space.
Responsibility
- Provide first-level technical support to retail clients via phone, email, and chat, ensuring timely and accurate issue resolution.
- Diagnose and troubleshoot hardware, software, and network-related problems for retail point-of-sale (POS) systems and other business applications.
- Collaborate with cross-functional teams to escalate and resolve complex technical issues, ensuring minimal downtime for clients.
- Document all support interactions, solutions, and follow-up actions in the ticketing system for tracking and knowledge sharing.
- Conduct remote or on-site support as needed, including system configurations, updates, and maintenance for retail accounts.
- Educate end-users on best practices for system usage, security protocols, and troubleshooting basic issues.
- Monitor and analyze system performance, identifying recurring issues and recommending proactive solutions.
- Stay updated on the latest retail technology trends and Cognizantâs service offerings to provide informed support.
Qualifications
- Bachelorâs degree in Computer Science, Information Technology, or a related field (or equivalent work experience).
- Minimum 2 years of experience in technical support, IT helpdesk, or a similar role, preferably in the retail or e-commerce sector.
- Strong knowledge of POS systems, retail software, and basic networking principles (TCP/IP, DNS, VPN).
- Proficiency in troubleshooting Windows/macOS, mobile devices, and common business applications (e.g., Microsoft 365, ERP systems).
- Excellent communication and problem-solving skills, with the ability to explain technical concepts to non-technical users.
- Certifications such as CompTIA A+, ITIL, or Microsoft Certified: Modern Desktop Administrator are a plus.
- Ability to work flexible hours, including weekends or holidays, to support retail clients during peak business periods.
- Fluency in English (written and verbal); additional languages are an advantage.