Job Summary
This entry level multi channel helpdesk role supports customer experience operations by handling queries through phone email chat and internal ticketing tools in an office based rotational shift model. The specialist will use MS Excel to track cases prepare basic reports and maintain data accuracy while ensuring timely resolution and a consistent high quality service experience for all users.
Responsibilities
Handle daily customer and internal user queries through phone email and chat channels to provide accurate and timely resolutions while maintaining a professional and empathetic tone towards every interaction.Manage helpdesk tickets from creation to closure by updating status documenting actions and escalating complex issues to appropriate teams to ensure consistent and traceable service delivery.Use MS Excel to record case details maintain issue logs and prepare simple status reports that help stakeholders understand trends in volumes response times and common problem categories.Analyze recurring issues using basic Excel functions such as sorting filtering and simple formulas to highlight patterns that can guide improvements in processes and customer experience.Coordinate with cross functional teams through the helpdesk workflow to obtain clarifications and solutions ensuring that responses shared with end users are accurate complete and easy to understand.Follow defined standard operating procedures and knowledge base articles while handling each request so that service quality remains consistent across all rotational shifts and channels.Monitor service level targets for response and resolution times and take proactive steps such as timely follow ups and clear communication to reduce backlogs and overdue tickets.Document clear and concise case notes for every interaction including problem description troubleshooting steps and final outcome so that any colleague can easily understand the history of the request.Communicate clearly with users about expected timelines next steps and any temporary workarounds to reduce frustration and enhance overall trust in the helpdesk service.Adhere to the rotational shift schedule and work from office requirements while maintaining punctuality productivity and responsiveness throughout each shift window.Participate in regular feedback and training sessions to refine communication skills deepen understanding of business processes and improve usage of MS Excel and other helpdesk tools.Support initiatives to improve customer experience by sharing insights from frontline interactions and by helping to test new processes or knowledge articles before they are rolled out.Contribute to a culture of continuous improvement by suggesting simple data backed enhancements to the helpdesk workflow that can improve efficiency and reduce repeat contacts.
Qualifications
Possess foundational experience with MS Excel including data entry sorting filtering and basic formulas that support accurate tracking and reporting of helpdesk activities.Demonstrate strong verbal and written communication skills that enable clear explanations of technical or process related information to users with varying levels of expertise.Show an ability to work effectively in a rotational shift environment in an office setting while maintaining consistent service quality and personal resilience.Exhibit strong attention to detail and accuracy in recording information updating tickets and validating data to reduce errors and rework across the helpdesk operation.Display a customer focused mindset with a calm solution oriented approach that helps de escalate concerns and build confidence in the company support services.Adapt quickly to new tools processes and knowledge base updates so that responses to users remain current relevant and aligned with evolving business needs.Collaborate comfortably with team members and cross functional contacts to resolve issues efficiently and share knowledge that benefits the wider customer experience function.
Certifications Required
Preferred certification in MS Office or MS Excel from a recognized training provider.
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。
