Job Summary

Join our dynamic team as a Multi Channel Helpdesk Specialist where you will play a pivotal role in enhancing customer experience through efficient support across various channels. With a focus on ISV and Hi-Tech domains you will utilize your Advanced Excel skills to analyze data and improve service delivery. This hybrid role offers rotational shifts providing flexibility and exposure to diverse challenges.

Responsibilities

Provide exceptional support to customers across multiple channels ensuring timely resolution of inquiries and issues.

Utilize Advanced Excel to analyze and interpret data driving improvements in service delivery and customer satisfaction.

Collaborate with cross-functional teams to identify and implement process enhancements contributing to overall efficiency.

Maintain accurate records of customer interactions ensuring data integrity and accessibility for future reference.

Monitor and report on key performance indicators using insights to inform strategic decision-making.

Assist in the development and implementation of training materials enhancing team knowledge and capabilities.

Engage with customers to gather feedback using insights to inform product and service improvements.

Support the integration of new technologies and tools enhancing the helpdesks capabilities and efficiency.

Participate in regular team meetings sharing insights and contributing to a culture of continuous improvement.

Adapt to rotational shifts demonstrating flexibility and commitment to meeting customer needs.

Ensure compliance with company policies and industry regulations maintaining high standards of service delivery.

Contribute to the development of best practices sharing knowledge and expertise with colleagues.

Foster a positive and collaborative work environment supporting team goals and objectives.

Qualifications

Possess strong proficiency in Advanced Excel enabling effective data analysis and reporting.

Demonstrate understanding of ISV and Hi-Tech domains applying knowledge to enhance customer support.

Exhibit excellent communication skills facilitating clear and effective interactions with customers and colleagues.

Show adaptability and resilience thriving in a dynamic and fast-paced environment.

Display strong problem-solving abilities identifying and resolving issues efficiently.

Have a customer-centric mindset prioritizing customer satisfaction and service excellence.

The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.

• Cognizant is a global community with more than 300,000 associates around the world.
• We don’t just dream of a better way – we make it happen.
• We take care of our people, clients, company, communities and climate by doing what’s right.
• We foster an innovative environment where you can build the career path that’s right for you.

About us:
Cognizant is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2025) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com

Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.

If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email CareersNA2@cognizant.com with your request and contact information.

Disclaimer:
Compensation 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.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.