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SPE-CX-Multi Channel Helpdesk

JD 7


Job Summary

Join our dynamic team as a Multi Channel Helpdesk Specialist where you will leverage your expertise in delivery management within the Hi-Tech and Devices domain. With a hybrid work model and day shifts you will play a crucial role in enhancing customer experience and ensuring seamless operations. Your contributions will directly impact our companys success and societal advancement.


Responsibilities

  • Provide exceptional support across multiple channels to ensure customer satisfaction and efficient issue resolution.
  • Oversee the delivery management process ensuring timely and accurate service delivery to clients.
  • Collaborate with cross-functional teams to enhance service quality and operational efficiency.
  • Utilize technical expertise to troubleshoot and resolve complex issues within the Hi-Tech and Devices domain.
  • Implement best practices in service management to optimize helpdesk operations.
  • Analyze customer feedback to identify areas for improvement and drive continuous enhancement.
  • Develop and maintain comprehensive documentation for helpdesk processes and procedures.
  • Coordinate with stakeholders to align helpdesk services with business objectives and customer needs.
  • Monitor helpdesk performance metrics to ensure adherence to service level agreements.
  • Facilitate training sessions for team members to enhance their technical and customer service skills.
  • Engage in proactive communication with clients to manage expectations and build strong relationships.
  • Support the integration of new technologies to improve helpdesk capabilities and customer experience.
  • Contribute to the development of innovative solutions to address emerging customer needs.

    • Qualifications

  • Possess a strong background in delivery management with a focus on Hi-Tech and Devices.
  • Demonstrate excellent problem-solving skills and the ability to work under pressure.
  • Exhibit strong communication and interpersonal skills to effectively interact with clients and team members.
  • Have a keen attention to detail and a commitment to delivering high-quality service.
  • Show proficiency in using helpdesk software and tools to manage customer inquiries.
  • Display a proactive approach to identifying and addressing potential issues before they escalate.
  • Maintain a customer-centric mindset prioritizing the needs and satisfaction of clients.

    • Certifications Required

    ITIL Foundation Certification or equivalent in service management.

     

     

    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 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 is one of the world's leading professional services companies, transforming clients' business, operating, and technology models for the digital era. Our unique industry-based, consultative approach helps clients envision, build, and run more innovative and efficient businesses. Headquartered in the U.S., Cognizant (a member of the NASDAQ-100 and one of Forbes World’s Best Employers 2024) is consistently listed among the most admired companies in the world. Learn how Cognizant helps clients lead with digital at www.cognizant.com.

    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.

    While our system allows applications in all languages, job required language(s) and proficiency level(s) vary. However, basic English proficiency is required for Company-wide communications purposes. Further, for roles located in Quebec, professional English proficiency is required to communicate with our global clients. 

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