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
コグニザントについて
コグニザント（NASDAQ: CTSH）は、AI Builderおよびテクノロジーサービスプロバイダーとして、お客様にフルスタックのAIソリューションを構築することで、AI投資と企業価値を結ぶ架け橋となっています。業界、ビジネスプロセス、エンジニアリングに関する当社の深い専門知識を活かし、組織固有のビジネス環境をテクノロジー・システムに組み込みます。これにより、人間の可能性を最大限に引き出し、確かな成果を実現するとともに、急速に変化する世界においてグローバル企業が常に一歩先を行くための支援を行っています。 詳細については、cognizant.ai をご覧ください。
雇用に関する追加情報
本募集に記載されている報酬情報は、掲載日時点で正確なものです。Cognizantは、適用される法令に従い、いつでも本情報を変更する権利を留保します。
応募者は、対面またはビデオ会議による面接への参加を求められる場合があります。また、各面接の際に、現在有効な州政府または政府発行の身分証明書の提示を求められる場合があります。
Cognizantは機会均等雇用主です。応募および選考において、人種、肌の色、性別、宗教、信条、性的指向、性自認、国籍、障がい、遺伝情報、妊娠、退役軍人の地位、その他連邦法・州法・地方自治体の法律により保護されるいかなる特性に基づく差別も行いません。