Offer summary

Qualifications:

Associate’s degree in Computer Science, Business, or a related field (Bachelor’s preferred), Minimum 2 years of experience in a customer support or success role, ideally in a tech environment, Strong analytical and problem-solving abilities, Outstanding verbal and written communication skills..

Key responsibilities:

Provide responsive and knowledgeable application support to customers using software tools

Guide users through one-on-one training sessions to ensure understanding and adoption of our products

Gather customer feedback to identify pain points and areas for improvement

Collaborate cross-functionally with engineers, analysts, and developers to improve applications.

Job description

Position Summary:
Are you passionate about delivering exceptional customer experiences and making a real impact in users’ lives? Cogent is looking for a Customer Success Specialist to serve as the “voice of the user” and help our customers maximize the value of our technology solutions. In this role, you’ll work directly with end users to deliver high-quality support, offer application training, and advocate for customer needs across the company.
The ideal candidate is an excellent communicator, technically curious, and a problem solver who thrives in a fast-paced, collaborative environment.
Job Title: Customer Success Specialist
Location: Washington, DC Metro Area / Bethesda, MD
Salary Range: $55,000 – $125,000/year (commensurate with experience & skillset)
What You’ll Do:

Provide responsive and knowledgeable application support to customers using software tools
Guide users through one-on-one training sessions to ensure understanding and adoption of our products
Assist the Customer Experience team in managing user expectations and resolving concerns
Gather customer feedback to identify pain points, feature suggestions, and areas for improvement
Escalate critical issues to leadership when necessary for timely resolution
Participate in user testing to better understand the product from the end-user’s perspective
Track personal metrics such as SLA performance, ticket resolution time, and user satisfaction
Maintain accurate and helpful documentation of customer concerns to enhance team knowledge and future support
Collaborate cross-functionally with engineers, analysts, and developers to continually improve our applications

What We’re Looking For:
Education & Experience:

Associate’s degree in Computer Science, Business, or a related field (Bachelor’s preferred)
Minimum 2 years of experience in a customer support or success role, ideally in a tech or product-driven environment
Proficiency with productivity software (MS Word, Excel, Google Workspace, etc.)

Required Skills:

Strong analytical and problem-solving abilities
Adaptability to new technology, innovation, and IT trends
Outstanding verbal and written communication skills
Excellent observation and critical thinking capabilities

Preferred Qualifications:

Bachelor’s degree in Computer Science, Business, or a related field
ITIL 4 Foundation or CompTIA A+ Certification
Ability to obtain Public Trust or Secret Clearance

Security Clearance Requirement:
Candidates must be able to obtain a U.S. Secret or higher-level security clearance as required by client projects.
Compensation & Benefits:

Benefits Include:

Comprehensive medical, dental, and vision insurance
Paid Time Off (PTO) and holidays
Life insurance
401(k) with employer matching
Opportunities for continuous learning, training, and career advancement

Why Choose Cogent?
At Cogent Infotech, we are committed to empowering aspiring professionals by bridging the gap between potential and opportunity. With our headquarters in Pittsburgh, PA, USA, we specialize in:

Digital transformation through emerging technologies such as Cloud Computing, Cybersecurity, Data Analytics, and Artificial Intelligence.
Providing innovative workforce solutions to over 70 Fortune 500 companies and 150+ Federal ; State agencies.
As an ISO-certified firm appraised at CMMI level 3, our dedication to excellence ensures a rewarding and impactful career for our team members.

Equal Opportunity Employer
Cogent is an equal opportunity employer. We do not discriminate against applicants or employees based on race, color, religion, national origin, age, sex, pregnancy (including childbirth or related medical conditions), genetic information, sexual orientation, gender identity, military status, citizenship, or any other class protected by applicable law.

Apply now and embark on a journey of learning, growth, and success.

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