Junior Data Analyst

Job Summary

Serve as a subject matter expert in customer experience Junior Data Analyst operations for high tech clients delivering timely and accurate support through fluent English communication in a work form Office model. Handle day shift case management knowledge documentation and process optimization to enhance service quality reduce case resolution time and strengthen long term customer relationships.

Responsibilities

• Manage backoffice helpdesk queues for high tech clients by triaging prioritizing and resolving tickets within agreed timelines while maintaining high accuracy and professionalism in every interaction.
• Provide clear English communication through written and spoken channels to explain technical or process related information in a way that is easily understood by global customers and internal partners.
• Analyze recurring issues in backoffice support cases to identify root causes propose practical improvements and help reduce repeat contacts and operational effort over time.
• Maintain detailed and structured case documentation in the helpdesk tools so that all stakeholders can understand the issue history actions taken and next steps without ambiguity.
• Collaborate with cross functional technical and operations teams in the high tech domain to gather required information coordinate resolutions and ensure consistent customer experience across touchpoints.
• Follow defined standard operating procedures for the backoffice helpdesk while suggesting refinements that improve efficiency data quality and compliance with organizational policies.
• Monitor key performance indicators such as response time resolution time and first contact resolution rate to ensure that daily work contributes to service level targets and customer satisfaction goals.
• Use knowledge management resources to research solutions update articles based on new findings and help build a richer knowledge base that benefits the entire support organization.
• Handle complex or sensitive customer situations with empathy and neutrality while keeping focus on factual details regulatory requirements and business objectives.
• Participate in calibration review and feedback sessions to continuously improve communication skills process adherence and understanding of high tech products and services.
• Support continuous improvement initiatives by sharing data backed insights from backoffice cases that can drive product enhancements policy changes or automation opportunities.
• Ensure data privacy and information security guidelines are followed in every task by carefully handling customer data and system credentials in all helpdesk activities.
• Contribute to the company purpose by enabling reliable support for high tech solutions that help customers adopt innovation with confidence and minimal disruption.

Qualifications

• Demonstrate fluent spoken and written English communication skills that enable effective collaboration with global customers and internal stakeholders in a professional support environment.
• Show proven experience of at least two years in high tech or related domains where backoffice or helpdesk responsibilities required careful analysis and precise documentation.
• Exhibit strong familiarity with high tech products or services such as software platforms hardware components or digital solutions and be able to interpret technical information for non technical audiences.
• Apply practical knowledge of ticketing or case management tools to log issues update status and track progress while maintaining clean and consistent records.
• Display solid problem solving and analytical abilities that support structured investigation of customer issues and selection of appropriate solutions or workarounds.
• Demonstrate adaptability to hybrid work arrangements and comfort with collaborating through virtual tools while still delivering consistent quality during day shift hours.
• Show customer centric mindset by balancing operational efficiency with thoughtful communication that builds trust supports inclusion and reflects the company values.

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
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