Conduent Technical Customer Service Advisor — Expert Guide

Overview and context

Conduent Inc., established as a stand‑alone company in 2017 after a business‑services spin‑off, operates global customer‑experience and business process outsourcing (BPO) centers supporting industries such as healthcare, transportation, government, and finance. The Technical Customer Service Advisor (TCSA) role at Conduent combines traditional contact‑center customer service with technical troubleshooting, systems administration, and process‑driven escalation. Conduent’s corporate website is https://www.conduent.com and the corporate headquarters is located at 100 Campus Drive, Florham Park, NJ 07932.

The TCSA position is typically staffed in 24/7 centers or on virtual teams; typical engagements are structured as multi‑year contracts where Conduent delivers service-level agreements (SLAs) that can include 24×7 support, sub‑hourly response targets for P1 incidents, and multichannel support (voice, email, chat, social). Expect cross‑functional collaboration with delivery managers, workforce management (WFM), and client IT teams to ensure both technical resolution and contractual compliance.

Core responsibilities and daily activities

A TCSA is responsible for first‑line technical diagnosis and resolution, handling 30–120 customer interactions per day depending on channel (phone averages 40–60/day; chat can exceed 100/day). Primary duties include intake and classification of incidents, reproducing issues in controlled environments, applying documented fixes, or escalating to Tier 2/3 when required. Advisors maintain accurate ticket notes, attach logs or screenshots, and perform root‑cause validation to prevent repeat incidents.

In practice a typical day blends synchronous and asynchronous work: 40–60% of time on live contacts, 20–30% on ticket follow‑up and coordination, and the remainder on knowledge‑base updates, coaching, and training. Tools and process adherence are essential—missed documentation or incorrect classification can affect SLA compliance and downstream reporting, directly impacting client KPIs and monthly service credits.

Key technical skills and tools

• Ticketing & CRM: ServiceNow, Salesforce Service Cloud, Zendesk, JIRA Service Desk — create/route tickets, run reports, set SLAs. Proficiency level: intermediate (able to write macros/flows and custom fields).
• Diagnostics & platforms: Windows 10/11, macOS 10.14+, basic Linux (shell), mobile iOS/Android troubleshooting; remote support tools such as TeamViewer, GoToAssist, or AnyDesk.
• Network basics: TCP/IP, DNS, DHCP, VPN troubleshooting; ability to interpret packet captures (Wireshark basics) and perform trace routes; familiarity with SaaS architecture and REST API error codes.
• Security & compliance: MFA, SSO (SAML, OAuth), endpoint encryption basics; mandatory handling of PII under GDPR/HIPAA where applicable.
• Monitoring & observability: Splunk, Datadog, New Relic for reading logs, setting alerts, and correlating incidents.

Onboarding, training and certification pathway

Onboarding for a TCSA at Conduent typically spans 4–8 weeks. Week 1–2 covers corporate orientation, confidentiality and compliance training (including role‑based HIPAA/GDPR training if the client requires it), and basic contact‑center tools. Weeks 3–6 focus on product/platform deep dives—sandbox access, guided troubleshooting playbooks, and shadowing experienced advisors. Weeks 7–8 are dedicated to certification simulations and graded escalation exercises before independent handling is authorized.

Recommended certifications increase both effectiveness and promotion potential: ITIL Foundation (service management), CompTIA A+ (hardware/software fundamentals), Network+ or Cisco CCNA basics for network troubleshooting, and vendor‑specific certs (Microsoft MD‑100/MD‑101 for endpoint management, Salesforce Service Cloud). Many Conduent contracts require background checks and may stipulate cleared credentials for government clients; plan for a 2–6 week clearance processing timeline when applicable.

Performance metrics, SLAs and targets

Performance is tightly measured. Key performance indicators (KPIs) commonly used at Conduent include Customer Satisfaction (CSAT), First Contact Resolution (FCR), Average Handle Time (AHT), adherence to schedule, and ticket aging. These KPIs directly feed into monthly scorecards that determine bonus eligibility and, in client contracts, potential service credits for missed SLAs.

Operational targets differ by client and channel but typical ranges seen across contracts are: CSAT 85–92%, FCR 65–85%, AHT 10–18 minutes for voice, and chat handle times of 6–12 minutes. SLA examples: P1 incident response within 30–60 minutes and restore or escalation plan within 4 hours; noncritical incidents resolved within 72 hours with interim communications every 24 hours.

• Common KPI targets: CSAT ≥ 85%; FCR ≥ 70%; AHT voice 10–18 minutes; adherence ≥ 90%.
• Escalation SLAs: P1 initial response ≤ 60 minutes; P2 action plan ≤ 4 hours; P3 acknowledgement ≤ 24 hours.

Security, compliance and client data handling

Because Conduent frequently handles sensitive client data (claims, government records, payments), technical advisors must operate under strict data protection controls. Expect encrypted endpoints, company‑managed devices, forced VPN and MFA, and role‑based access controls. For healthcare clients, HIPAA Business Associate Agreements (BAAs) and dedicated training are mandatory; for EU operations, GDPR controls and Data Processing Agreements (DPAs) are enforced.

Practical implications include no local storage of PII on personal devices, mandatory redaction in logs, secure file transfer procedures, and use of ephemeral screen‑sharing links. Advisors should be conversant with incident reporting procedures—how to declare a suspected breach, the 72‑hour reporting requirements under GDPR, and internal ticket tagging for regulated incidents.

Career progression, compensation and practical considerations

Typical career progression moves from Tier 1 Technical Customer Service Advisor to SME/Tier 2 within 12–24 months, then to Team Lead, Workforce Analyst, or Process Improvement Specialist over 2–5 years. Technical progression often includes specialization (network, SaaS platform, integrations) and may lead to client‑facing roles in service delivery or project management. Skill investments (certifications listed earlier) often accelerate promotion and compensation increases.

Compensation varies by geography and client. Sample ranges: United States TCSA salaries commonly fall between $40,000–$75,000/year depending on location and experience; United Kingdom £22,000–£40,000; India ₹300,000–₹1,200,000. Conduent frequently offers benefits such as health coverage, 401(k) matching (US), paid training, and sometimes a one‑time remote‑work setup stipend (commonly $150–$500) or company‑issued hardware (laptop, headset, dual monitors).

Practical tips from an experienced advisor

Document everything: concise, timestamped ticket notes with exact error codes, steps taken, and attachments reduce resolution time and improve SLA compliance. Use standardized templates for escalations—include system state, reproduction steps, logs, customer impact, and a proposed workaround to expedite Tier 2 response.

Monitor your metrics proactively: review weekly CSAT and FCR trends, identify repeat incidents and lobby for permanent fixes through your process‑improvement channel. Building a small personal knowledge base of the top 20 recurring issues and their fixes (with screenshots or commands) will save hours monthly and raise your profile as an SME.

What does Conduent customer service do?

On behalf of businesses and governments, we deliver multi-lingual omnichannel customer contact services, both human and digital, throughout the entire customer life cycle, powered by a flexible best technology approach ensuring personalized, empathetic end-user experiences to reduce costs, enable scale and revenue …

How to become a technical advisor?

A bachelor’s degree in your specialty is usually the minimum requirement, and you may also need licensing or certification if you work in a field like healthcare, software development, or accounting. As a technical advisor, you may also benefit from gaining work experience in your area of expertise.

What skills are needed for a customer service advisor?

A good list of customer service skills to include on a CV is empathy, communication, adaptability, efficiency, relationship building, problem-solving, product knowledge, and digital literacy. Provide examples where you excel in these skills the most, and highlight your strengths.

Is Conduent a good company to work for?

Conduent has an employee rating of 3.1 out of 5 stars, based on 9,873 company reviews on Glassdoor which indicates that most employees have a good working experience there.

How much does Conduent remote customer service pay?

The starting pay rate is $16.32 an hour.

What does a technical customer service advisor do?

A ​​​​​​​day on the job looks like being at your desk answering customer phone calls and providing necessary assistance, and periodically having meetings and/or trainings. This is a high-volume inbound call position. You should expect to be on calls for the entirety of your shift.