Job Summary
This role focuses on providing multi channel helpdesk support to global customers in Portuguese and English ensuring accurate understanding and translation of technical and service related queries for hi tech and online products. The specialist will handle day time hybrid support interactions drive efficient case resolution and contribute to a consistent customer experience while aligning with company quality standards and social impact goals through reliable digital support.
Responsibilities
- Handle multi channel helpdesk interactions in Portuguese and English including calls chat and email to deliver timely and accurate responses for customers of hi tech and online products
- Manage incoming service requests by carefully understanding Portuguese content and translating it into clear English for internal teams ensuring complete and precise case documentation
- Resolve day shift customer issues by analyzing problem statements in Portuguese and providing structured guidance that improves first contact resolution and reduces repeated inquiries
- Coordinate with product and support teams by supplying well translated and contextual summaries of Portuguese customer feedback that help refine digital solutions and service features
- Maintain consistent helpdesk service quality by following defined procedures while adapting communication style to varied customer profiles and cultural contexts for better satisfaction
- Conduct detailed troubleshooting steps guided by knowledge base materials and convert technical explanations into easy to understand Portuguese narratives that empower customers to self solve
- Track and update ticket status across systems by translating relevant notes and outcomes from Portuguese to English enabling transparent collaboration and accurate reporting for stakeholders
- Provide proactive customer follow up in Portuguese to confirm issue resolution gather experience insights and share best practice guidance that supports trust and long term relationships
- Identify recurring Portuguese language issues or misunderstandings in helpdesk conversations and share structured observations that influence improvements in content training and support workflows
- Contribute to the company mission by enabling inclusive digital access through clear multilingual communication ensuring that Portuguese speaking customers receive fair and equitable support experiences
- Adhere to hybrid work model expectations by managing on site and remote responsibilities with disciplined time management and effective virtual communication that maintain service continuity
- Apply sensitivity to data privacy and security when handling multilingual customer information safeguarding personal details while preserving the accuracy of translated records
Qualifications
- Demonstrate native or near native command of Portuguese with strong reading writing and speaking abilities at novice or above level complemented by solid understanding of English for translation
- Show prior experience of two to three years in customer support or helpdesk environments in hi tech or online domains using structured tools and processes to manage service requests and incident workflows
- Display proven skill in translating Portuguese queries messages and documentation into clear actionable English that enables quick understanding for cross functional teams and improves resolution quality
- Use active listening and empathetic communication in Portuguese to clarify customer concerns and negotiate realistic solutions that align with business policies and service level expectations
- Operate common helpdesk and collaboration tools along with ticketing platforms to record cases in an orderly manner ensuring that all Portuguese to English transitions remain traceable and auditable
- Adapt to hybrid work arrangements by maintaining reliable connectivity disciplined work habits and professional presence in virtual and physical settings in support of day shift service windows
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.
