Job Summary
Join our dynamic team as a Multi-Channel Helpdesk Specialist where you will provide exceptional customer support across various platforms. With a focus on the ISV and Hi-Tech domains you will leverage your English speaking skills to enhance customer satisfaction. This hybrid role offers a day shift schedule ensuring a balanced work-life experience.
Responsibilities
- Provide comprehensive support to customers through multiple communication channels ensuring timely resolution of inquiries and issues.
- Collaborate with cross-functional teams to gather information and deliver accurate solutions to customers.
- Utilize your expertise in the ISV and Hi-Tech domains to address specific customer needs and enhance service delivery.
- Maintain detailed records of customer interactions and feedback to identify trends and areas for improvement.
- Implement best practices for customer service to ensure high levels of satisfaction and loyalty.
- Analyze customer feedback to develop strategies for improving service quality and efficiency.
- Assist in the development and maintenance of helpdesk documentation and resources for internal and external use.
- Participate in training sessions to stay updated on industry trends and enhance your technical skills.
- Contribute to team meetings and discussions to share insights and collaborate on service improvement initiatives.
- Monitor helpdesk performance metrics to ensure adherence to service level agreements and identify areas for optimization.
- Provide proactive support by anticipating customer needs and offering solutions before issues arise.
- Engage with customers to build strong relationships and foster a positive brand image.
- Support the implementation of new technologies and processes to enhance helpdesk operations.
Qualifications
- Demonstrate proficiency in English speaking skills to effectively communicate with customers and team members.
- Exhibit knowledge and experience in the ISV and Hi-Tech domains to provide specialized support.
- Show adaptability in a hybrid work model balancing remote and in-office responsibilities.
- Possess strong problem-solving skills to address customer inquiries efficiently.
- Display excellent organizational skills to manage multiple tasks and priorities effectively.
- Have a customer-centric mindset to ensure high levels of satisfaction and loyalty.
- Maintain a proactive approach to identifying and resolving potential issues before they escalate.
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.
