Job Summary
This role supports a customer experience back office helpdesk team in an MNC environment focusing on query resolution ticket management and data handling using PL SQL and mySQL. The specialist collaborates with cross functional teams to maintain high service quality ensure accurate data processing and enable smooth customer operations while working from office in rotational shifts.
Responsibilities
Handle incoming back office requests by analyzing tickets and documenting detailed case information to ensure accurate and timely resolution of customer issuesCoordinate with customer facing teams to clarify requirements and provide reliable back office support that improves overall customer satisfactionAnalyze recurring incidents and trends using structured queries in PL SQL and mySQL to identify root causes and recommend sustainable improvementsDevelop and execute data retrieval and update scripts in PL SQL and mySQL to support daily operations and reporting needs while protecting data integrityValidate data consistency across multiple systems by performing comparison checks and corrections to minimize customer impacting discrepanciesPrepare clear and concise status updates on ticket queues and data issues to keep stakeholders informed and enable informed operational decisionsFollow defined standard operating procedures for ticket handling and documentation to maintain compliance with internal and external quality standardsCollaborate with technology and operations teams to refine helpdesk workflows that reduce resolution time and improve the reliability of back office processesCommunicate effectively in English over calls and written channels to capture user requirements and explain resolutions in a clear and respectful mannerApply basic data quality practices when reviewing customer and transaction records to prevent duplication and ensure accurate reporting for decision makersMonitor helpdesk dashboards during rotational shifts to prioritize critical items and ensure continuous coverage for global users in a work from office setupParticipate in periodic audits and quality reviews to identify process gaps and support corrective actions that enhance overall service performanceContribute ideas for automation and continuous improvement in query handling and data processing to support the company mission of delivering reliable and efficient customer experiences
Qualifications
Meet the requirement of two to four years of experience in back office operations or helpdesk support with a focus on database driven environmentsDemonstrate strong proficiency in PL SQL and mySQL including writing queries joins and aggregate functions to support operational data needsExhibit clear spoken and written English communication skills to interact with internal stakeholders and document technical and process informationShow familiarity with concepts of data quality such as completeness accuracy and consistency and apply them in day to day operational tasksAdapt to rotational shift schedules and work from office expectations while maintaining reliability punctuality and a strong focus on service excellenceDisplay an analytical mindset with the ability to interpret data outputs troubleshoot issues and collaborate with teams to achieve measurable outcomes
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。
