Job Summary
This role supports a multi channel helpdesk focused on customer experience by managing data in MS Excel coordinating search campaign and email marketing requests and resolving queries from internal stakeholders. The position is office based with rotational shifts and suits early career talent eager to build strong analytical and communication skills.
Responsibilities
Handle daily multi channel helpdesk tickets by logging tracking and updating requests to ensure timely closure and consistent customer experienceRespond to internal stakeholder queries through phone chat and email in a clear and courteous manner to maintain high satisfaction levelsUse MS Excel to capture organize and validate operational data so that reports and dashboards remain accurate and up to datePrepare recurring Excel based reports on ticket trends service metrics and volume patterns to help teams understand performanceAnalyze ticket data in Excel to identify recurring issues and improvement opportunities that support better process efficiencyCollaborate with search and email marketing teams by documenting campaign requirements and translating them into structured request formsCoordinate basic updates for search campaigns and email sends by following documented procedures and escalating non standard requests to specialistsVerify execution status of search and email activities by cross checking logs and confirmations so stakeholders receive timely progress updatesParticipate in knowledge base maintenance by documenting solutions frequently asked questions and standard operating steps for helpdesk processesFollow defined quality guidelines information security practices and company policies while handling customer and campaign related dataAdapt to rotational shifts by planning workload handovers clearly so service continuity and response times remain consistent across all hoursSupport continuous improvement efforts by sharing insights from daily operations and suggesting practical enhancements to workflows tools or templatesEngage with peers and supervisors in regular review meetings to discuss performance tickets at risk and actions that align with company goals and customer needs
Qualifications
Meet basic educational requirements in any discipline with strong interest in operations customer support or digital marketing servicesDemonstrate hands on proficiency in MS Excel including data entry sorting filtering basic formulas and creation of structured templates for reportingApply attention to detail when working with large data sets or campaign parameters so errors are minimized and outputs remain reliableCommunicate clearly in spoken and written form with the ability to explain issues summarize requests and document steps in simple languageShow willingness to learn fundamentals of search campaign management and email marketing concepts to better support specialized teamsExhibit comfort working in office based rotational shifts with the flexibility to manage changing priorities and time sensitive requestsDisplay problem solving mindset by breaking down issues identifying root causes and knowing when to escalate to senior colleagues for resolution
Certifications Required
Any recognized certification in MS Excel or spreadsheet analytics Microsoft Office Specialist Excel preferred
About Cognizant
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.
