Job Summary
This role supports customer experience customer service agent operations for a global technology environment handling inquiries and issues from hi tech clients through effective communication. The specialist provides accurate information resolves service requests and coordinates with internal teams while working from office in rotational shifts. Strong spoken English skills and attention to detail are essential to maintain high service quality and operational efficiency.
Responsibilities
- Handle inbound and outbound calls interactions for hi tech customers to provide clear accurate and timely resolutions while maintaining high service quality standards and adherence to support procedures
- Manage backoffice ticket lifecycle from creation to closure to ensure proper documentation prioritization and routing of issues to the correct technical or business teams for efficient resolution
- Coordinate with cross functional internal stakeholders to clarify customer requests gather relevant information and support the delivery of consistent and reliable service outcomes
- Monitor helpdesk queues and backoffice workflows to balance workload respond within defined service timelines and escalate complex cases using established escalation paths when necessary
- Communicate with customers in fluent spoken English to explain solutions set expectations and reduce repeated contacts while maintaining a professional and empathetic tone in every interaction
- Analyze recurring customer issues and service patterns in hi tech contexts to identify process gaps and suggest improvements that enhance efficiency accuracy and customer experience
- Follow defined helpdesk and backoffice standard operating procedures to ensure compliance with company policies industry regulations and data protection requirements relevant to hi tech operations
- Update knowledge bases and internal reference materials with validated information from resolved cases so future interactions are more efficient and consistent across the helpdesk team
- Use office productivity and case management tools to capture detailed case notes track progress and produce simple status reports that support transparency and informed decision making
- Collaborate with team members during rotational shifts to share context on active cases ensuring smooth handovers and continuity of service across different working hours
- Support continuous improvement initiatives by providing feedback on tools workflows and communication practices so that the helpdesk function evolves with changing hi tech business needs
- Adhere to work from office requirements and rotational shift schedules to maintain reliable coverage for global customer operations while demonstrating flexibility in working hours when business demands require
- Contribute to the organizations broader mission by helping hi tech customers resolve service obstacles quickly thereby supporting innovation productivity and positive societal impact through technology use
Qualifications
- Demonstrate strong proficiency in spoken English with the ability to explain technical and process related information clearly to diverse customer groups and internal stakeholders
- Bring practical experience working with hi tech products services or environments enabling accurate understanding of customer issues and context specific problem solving
- Apply structured analytical thinking to assess customer requests identify root causes and propose effective resolutions that align with defined helpdesk policies and quality standards
- Utilize office based collaboration and productivity tools to manage tickets share updates and maintain accurate records that support transparent and efficient operations in a backoffice setting
- Show adaptability and reliability in rotational shift work by maintaining consistent performance attention to detail and focus during varying working hours in a work from office model
- Exhibit strong interpersonal and customer service skills by engaging respectfully managing expectations and striving to create positive experiences that reflect the company commitment to customer centricity
- Develop familiarity with hi tech industry trends basic terminology and common customer challenges to enhance relevance and effectiveness in daily helpdesk interactions and case handling
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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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。
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