TL-CX-Product Support · Hyderabad

TL-CX-Product Support is a customer-facing opportunity based in Hyderabad, India.

Lead customer experience and product support operations as a Team Lead, driving technical issue resolution within Cognizant's Technology & Engineering team.

Key Responsibilities

• Lead customer experience and product support operations as a Team Lead, driving technical issue resolution within Cognizant's Technology & Engineering team
• Handle incoming issues for TL-CX-Product Support workflows with urgency, structure, and a clear customer-first mindset.
• Diagnose problems methodically and resolve incidents with minimal repeat effort.
• Coordinate with engineering, product, operations, or client teams when escalations require deeper investigation.
• Maintain accurate records of issues, workarounds, and permanent fixes in shared systems.
• Identify recurring failure patterns and propose practical improvements to reduce support volume.
• Communicate status updates clearly so customers and internal stakeholders understand progress and next steps.
• Validate resolutions carefully before closure to protect quality and trust.
• Contribute to help content, knowledge bases, and internal playbooks that improve team responsiveness.
• Spot edge cases, process gaps, or product issues and escalate them with useful context.
• Balance responsiveness with prioritization when multiple tickets or escalations land simultaneously.
• Support SLA adherence through disciplined tracking, follow-up, and ownership.

Preferred Qualifications

• Bachelor's degree or equivalent practical experience in a related field.
• Strong troubleshooting ability and a calm, structured approach to issue resolution.
• Excellent written and verbal communication with a customer-first mindset.
• Ability to prioritize effectively and maintain quality while handling multiple issues.
• Comfort working with internal teams to resolve escalations and close knowledge gaps.
• Strong documentation habits and attention to recurring problem patterns.

Applications should be submitted through the listed apply link.