Job Summary
Serve as a subject matter expert in customer experience Junior Data Analyst operations for high tech clients delivering timely and accurate support through fluent English communication in a work form Office model. Handle day shift case management knowledge documentation and process optimization to enhance service quality reduce case resolution time and strengthen long term customer relationships.
Responsibilities
- Manage backoffice helpdesk queues for high tech clients by triaging prioritizing and resolving tickets within agreed timelines while maintaining high accuracy and professionalism in every interaction.
- Provide clear English communication through written and spoken channels to explain technical or process related information in a way that is easily understood by global customers and internal partners.
- Analyze recurring issues in backoffice support cases to identify root causes propose practical improvements and help reduce repeat contacts and operational effort over time.
- Maintain detailed and structured case documentation in the helpdesk tools so that all stakeholders can understand the issue history actions taken and next steps without ambiguity.
- Collaborate with cross functional technical and operations teams in the high tech domain to gather required information coordinate resolutions and ensure consistent customer experience across touchpoints.
- Follow defined standard operating procedures for the backoffice helpdesk while suggesting refinements that improve efficiency data quality and compliance with organizational policies.
- Monitor key performance indicators such as response time resolution time and first contact resolution rate to ensure that daily work contributes to service level targets and customer satisfaction goals.
- Use knowledge management resources to research solutions update articles based on new findings and help build a richer knowledge base that benefits the entire support organization.
- Handle complex or sensitive customer situations with empathy and neutrality while keeping focus on factual details regulatory requirements and business objectives.
- Participate in calibration review and feedback sessions to continuously improve communication skills process adherence and understanding of high tech products and services.
- Support continuous improvement initiatives by sharing data backed insights from backoffice cases that can drive product enhancements policy changes or automation opportunities.
- Ensure data privacy and information security guidelines are followed in every task by carefully handling customer data and system credentials in all helpdesk activities.
- Contribute to the company purpose by enabling reliable support for high tech solutions that help customers adopt innovation with confidence and minimal disruption.
Qualifications
- Demonstrate fluent spoken and written English communication skills that enable effective collaboration with global customers and internal stakeholders in a professional support environment.
- Show proven experience of at least two years in high tech or related domains where backoffice or helpdesk responsibilities required careful analysis and precise documentation.
- Exhibit strong familiarity with high tech products or services such as software platforms hardware components or digital solutions and be able to interpret technical information for non technical audiences.
- Apply practical knowledge of ticketing or case management tools to log issues update status and track progress while maintaining clean and consistent records.
- Display solid problem solving and analytical abilities that support structured investigation of customer issues and selection of appropriate solutions or workarounds.
- Demonstrate adaptability to hybrid work arrangements and comfort with collaborating through virtual tools while still delivering consistent quality during day shift hours.
- Show customer centric mindset by balancing operational efficiency with thoughtful communication that builds trust supports inclusion and reflects the company values.
What we offer
- The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
- Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
- The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
- A comprehensive total rewards package, including a competitive salary and a pension plan with matching contributions.
- Flexible health and financial benefits to support you and your eligible dependents—from day one.
- True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.
About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge 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, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Other employment-related information
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.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
