PE-CX-Multi Channel Helpdesk, Hyderabad, Telangana, India

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 experience

Respond to internal stakeholder queries through phone chat and email in a clear and courteous manner to maintain high satisfaction levels

Use MS Excel to capture organize and validate operational data so that reports and dashboards remain accurate and up to date

Prepare recurring Excel based reports on ticket trends service metrics and volume patterns to help teams understand performance

Analyze ticket data in Excel to identify recurring issues and improvement opportunities that support better process efficiency

Collaborate with search and email marketing teams by documenting campaign requirements and translating them into structured request forms

Coordinate basic updates for search campaigns and email sends by following documented procedures and escalating non standard requests to specialists

Verify execution status of search and email activities by cross checking logs and confirmations so stakeholders receive timely progress updates

Participate in knowledge base maintenance by documenting solutions frequently asked questions and standard operating steps for helpdesk processes

Follow defined quality guidelines information security practices and company policies while handling customer and campaign related data

Adapt to rotational shifts by planning workload handovers clearly so service continuity and response times remain consistent across all hours

Support continuous improvement efforts by sharing insights from daily operations and suggesting practical enhancements to workflows tools or templates

Engage 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 services

Demonstrate hands on proficiency in MS Excel including data entry sorting filtering basic formulas and creation of structured templates for reporting

Apply attention to detail when working with large data sets or campaign parameters so errors are minimized and outputs remain reliable

Communicate clearly in spoken and written form with the ability to explain issues summarize requests and document steps in simple language

Show willingness to learn fundamentals of search campaign management and email marketing concepts to better support specialized teams

Exhibit comfort working in office based rotational shifts with the flexibility to manage changing priorities and time sensitive requests

Display 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.

Things to know before you apply

Work authorization: Cognizant will only consider applicants for this position who are legally authorized to work in Canada without requiring employer sponsorship, now or at any time in the future.
Accommodations: 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.
AI in hiring: We use artificial intelligence (AI) tools to help us screen and assess applications more efficiently. Our team performs additional human review and ultimately decides who moves forward in our hiring process.
Open position: Unless otherwise stated, this job posting is for an open position on our team.
Language proficiency: 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.
Inclusion: 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.