Job Summary
This role supports a multi channel helpdesk within a customer experience focused team in a global organization handling queries and operational tasks across email chat and ticketing tools. The professional uses MS Excel to track performance prepare reports and maintain data accuracy while collaborating with marketing and operations teams. The position is based in office with rotational shifts and no travel required offering exposure to digital campaigns and social media initiatives.
Responsibilities
Handle incoming customer and internal stakeholder queries across multiple channels such as email chat and ticketing tools to provide timely and accurate assistance in line with quality standardsDocument every interaction in the helpdesk system with clear concise and complete information to support accurate tracking and future referenceUse MS Excel to maintain structured logs dashboards and trackers that capture request volumes response times and resolution outcomes for the helpdesk functionPrepare routine and ad hoc Excel based reports that summarize helpdesk metrics and highlight trends issues and opportunities for operational improvementCollaborate with cross functional teams in marketing operations and technology to route complex requests and ensure that each query is resolved within agreed timelinesFollow standard operating procedures knowledge articles and escalation paths to ensure consistent handling of issues and to minimize errors in service deliveryAnalyze recurring issues using data from Excel trackers to identify root causes and propose practical actions that enhance overall customer experienceAssist in executing basic tasks related to search campaigns and social media initiatives such as tracking campaign requests logging approvals and monitoring status updates through structured sheetsSupport the implementation of process improvements by testing new templates updating trackers and documenting changes so that the helpdesk team can adapt quicklyCommunicate clearly and empathetically with customers and colleagues to manage expectations provide status updates and ensure that every interaction reinforces trust in the organizationMaintain high levels of accuracy in data entry validation and report preparation so that business decisions based on helpdesk data remain reliable and transparentAdhere to rotational shift schedules and in office attendance requirements while managing workload to ensure seamless handovers and continuous coverage across the teamParticipate in training sessions feedback discussions and knowledge sharing forums to continuously build capability in MS Excel customer support and digital campaign fundamentals
Qualifications
Demonstrate working knowledge of MS Excel including use of formulas filters sorting pivot tables and basic charts to organize analyze and present operational data effectivelyShow familiarity with concepts of search engine optimization search engine marketing and campaign performance indicators so that helpdesk support aligns with digital marketing objectivesExhibit awareness of social media marketing workflows such as content scheduling response handling and basic campaign tracking even if exposure is at a foundational levelDisplay strong written and verbal communication skills that enable clear documentation responsive email handling and professional engagement with diverse stakeholdersApply problem solving skills attention to detail and structured thinking to interpret requests identify gaps and propose practical resolutions that support customer satisfactionAdopt a customer centric mindset resilience and ethical conduct while working in rotational shifts in an office environment to support continuous operations and team collaboration
Certifications Required
Preferred certifications include Microsoft Office Specialist Excel Associate and any recognized course in digital marketing or social media marketing.
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
补充雇佣信息
薪酬信息截至本职位发布之日为准。Cognizant 保留在适用法律允许的范围内随时修改该信息的权利。
申请人可能需要通过现场面试或视频会议的方式参加面试。此外，候选人在每次面试时可能需要出示其当前所在州或政府签发的有效身份证件。
Cognizant 是一家提供平等就业机会的雇主。在招聘过程中，您的申请和候选资格不会因种族、肤色、性别、宗教、信仰、性取向、性别认同、国籍、残疾、遗传信息、怀孕、退伍军人身份或任何其他受联邦、州或地方法律保护的特征而受到影响。
