Job Summary

Join our dynamic team as a Multi Channel Helpdesk Specialist where you will be at the forefront of providing exceptional customer support in the Hi-Tech industry. With a hybrid work model and day shifts you will leverage your English speaking skills to assist clients effectively. This role offers an opportunity to grow your career in a supportive environment while making a significant impact on customer satisfaction.

Responsibilities

• Provide exceptional customer support through various communication channels ensuring timely and accurate responses to inquiries.
• Utilize your English speaking skills to communicate effectively with clients enhancing their overall experience.
• Collaborate with team members to resolve complex technical issues ensuring customer satisfaction and retention.
• Document and track customer interactions maintaining detailed records for future reference and analysis.
• Analyze customer feedback to identify trends and recommend improvements to enhance service quality.
• Assist in the development and implementation of helpdesk procedures and best practices to optimize efficiency.
• Participate in training sessions to stay updated on the latest industry trends and technologies.
• Contribute to the creation of knowledge base articles and FAQs to empower customers with self-service options.
• Support the team in achieving performance targets and service level agreements.
• Engage with customers to understand their needs and provide personalized solutions.
• Monitor and report on helpdesk performance metrics to identify areas for improvement.
• Ensure compliance with company policies and industry regulations in all customer interactions.
• Foster a positive and collaborative team environment contributing to a culture of continuous improvement.

Qualifications

• Possess strong English speaking skills essential for effective communication with clients.
• Demonstrate a basic understanding of the Hi-Tech industry with a willingness to learn and adapt.
• Exhibit excellent problem-solving abilities with a focus on delivering customer-centric solutions.
• Show proficiency in using helpdesk software and tools with the ability to quickly learn new systems.
• Display strong organizational skills with the capability to manage multiple tasks simultaneously.
• Have a customer-oriented mindset with a passion for providing outstanding service.

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.