Job Summary
The TL-CX-Backoffice Helpdesk role is integral to ensuring seamless operations within the ISV and Hi-Tech domains. With a focus on customer experience the candidate will manage back-office tasks providing support and solutions to enhance service delivery. This position requires excellent English communication skills and a strong understanding of industry-specific challenges. The role is office-based with no travel required and operates during day shifts.
Responsibilities
- Coordinate and manage back-office operations to ensure efficient workflow and service delivery.
- Provide exceptional support to clients by addressing their inquiries and resolving issues promptly.
- Collaborate with cross-functional teams to enhance customer experience and streamline processes.
- Analyze customer feedback and data to identify areas for improvement and implement solutions.
- Develop and maintain documentation for processes and procedures to ensure consistency and quality.
- Utilize technical skills to troubleshoot and resolve complex issues within the ISV and Hi-Tech domains.
- Monitor and report on key performance indicators to track progress and identify opportunities for growth.
- Facilitate training sessions for team members to enhance their skills and knowledge in customer service.
- Ensure compliance with company policies and industry regulations to maintain high standards of service.
- Lead initiatives to improve operational efficiency and customer satisfaction.
- Communicate effectively with stakeholders to provide updates and insights on service delivery.
- Implement strategies to optimize resource allocation and minimize downtime.
- Support the development of innovative solutions to meet evolving customer needs. Qualifications
- Possess strong communication skills in English to effectively interact with clients and team members.
- Demonstrate expertise in the ISV and Hi-Tech domains to provide informed support and solutions.
- Exhibit problem-solving skills to address and resolve customer issues efficiently.
- Show proficiency in managing back-office operations to ensure seamless service delivery.
- Have experience in analyzing data to drive improvements and enhance customer satisfaction.
- Display ability to collaborate with cross-functional teams to achieve common goals.
- Maintain knowledge of industry trends and best practices to stay ahead in service delivery.
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 (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
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.
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.