Customer Support Specialist - Rider Support Agent

Cognizant is looking for a Customer Support Specialist to join our Rider Support Operations team in the Plano, TX area. As the voice of Cognizant, you will provide world-class assistance to our riders, ensuring every journey is seamless, safe, and professional. This role is part of a high-intensity, 24/7/365 environment . You will be responsible for managing real-time rider interactions across phone, chat, and email channels. We are seeking a proactive problem-solver who can maintain composure under pressure and deliver exceptional service.

Location:

Working onsite in

Plano, Texas Key Responsibilities Multichannel Support:

Deliver high-touch support to riders via phone, live chat, and email, ensuring a premium experience.

Operational Excellence:

Maintain high performance against key metrics, including Customer Satisfaction (CSAT) scores, Quality Assurance standards, and Average Handle Time (AHT) .

Incident Management:

Effectively navigate and resolve complex rider issues or hardware/software edge cases.

Shift Rotations:

Commit to a flexible schedule that includes nights, weekends, and holidays to support our round-the-clock operations.

Travel:

Ability to travel up to 10% (local or national) for training, site visits, or business requirements.

Preferred Qualifications Experience:

Previous experience in a high-volume customer support or operations role.

Crisis Management:

Candidates with experience in Emergency Response Teams (ERT) or as First Responders are highly prioritized.

Tech-Savvy:

Ability to quickly learn and navigate proprietary software and autonomous vehicle (AV) platforms.

Communication:

Exceptional interpersonal skills with the ability to explain complex technology in a simple, calm manner. Preferred Skills Prior experience in the Autonomous Vehicle (AV) or transportation technology industry. Experience working in a mission-control or safety-critical environment. 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.

Benefits:

Cognizant offers the following benefits for this position, subject to applicable eligibility requirements: Medical/Dental/Vision/Life Insurance Paid holidays plus Paid Time Off 401(k) plan and contributions

Long-term/Short-term Disability Paid Parental Leave Employee Stock Purchase Plan Disclaimer:

The hourly rate, other compensation, and benefits information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law. Cognizant is always looking for top talent. We are searching for candidates to fill future needs within the business. This job posting represents potential future employment opportunities with Cognizant. Although the position is not currently available, we want to provide you with the opportunity to express your interest in future employment opportunities with Cognizant. If a job opportunity that you may be qualified for becomes available in the future, we will notify you. At that time you can determine whether you would like to apply for the specific open position. Thank you for your interest in Cognizant career opportunities.