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SPE-CX-Backoffice Helpdesk

00070449711



Job Summary

This role supports a customer experience back office helpdesk team in an MNC environment focusing on query resolution ticket management and data handling using PL SQL and mySQL. The specialist collaborates with cross functional teams to maintain high service quality ensure accurate data processing and enable smooth customer operations while working from office in rotational shifts.


Responsibilities

  • Handle incoming back office requests by analyzing tickets and documenting detailed case information to ensure accurate and timely resolution of customer issues
  • Coordinate with customer facing teams to clarify requirements and provide reliable back office support that improves overall customer satisfaction
  • Analyze recurring incidents and trends using structured queries in PL SQL and mySQL to identify root causes and recommend sustainable improvements
  • Develop and execute data retrieval and update scripts in PL SQL and mySQL to support daily operations and reporting needs while protecting data integrity
  • Validate data consistency across multiple systems by performing comparison checks and corrections to minimize customer impacting discrepancies
  • Prepare clear and concise status updates on ticket queues and data issues to keep stakeholders informed and enable informed operational decisions
  • Follow defined standard operating procedures for ticket handling and documentation to maintain compliance with internal and external quality standards
  • Collaborate with technology and operations teams to refine helpdesk workflows that reduce resolution time and improve the reliability of back office processes
  • Communicate effectively in English over calls and written channels to capture user requirements and explain resolutions in a clear and respectful manner
  • Apply basic data quality practices when reviewing customer and transaction records to prevent duplication and ensure accurate reporting for decision makers
  • Monitor helpdesk dashboards during rotational shifts to prioritize critical items and ensure continuous coverage for global users in a work from office setup
  • Participate in periodic audits and quality reviews to identify process gaps and support corrective actions that enhance overall service performance
  • Contribute ideas for automation and continuous improvement in query handling and data processing to support the company mission of delivering reliable and efficient customer experiences

    • Qualifications

  • Meet the requirement of two to four years of experience in back office operations or helpdesk support with a focus on database driven environments
  • Demonstrate strong proficiency in PL SQL and mySQL including writing queries joins and aggregate functions to support operational data needs
  • Exhibit clear spoken and written English communication skills to interact with internal stakeholders and document technical and process information
  • Show familiarity with concepts of data quality such as completeness accuracy and consistency and apply them in day to day operational tasks
  • Adapt to rotational shift schedules and work from office expectations while maintaining reliability punctuality and a strong focus on service excellence
  • Display an analytical mindset with the ability to interpret data outputs troubleshoot issues and collaborate with teams to achieve measurable outcomes

    • 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.

    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.

    Benefits that help you thrive and grow

    Our benefits program is built with you in mind—so you can enjoy a fulfilling, balanced and healthy life.

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    Financial wellbeing

    We regularly review market data to ensure compensation reflects the value you bring. Your benefits extend beyond pay and may include financial education, a pension plan with matching contributions, etc.

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    Physical and mental health

    We empower you to prioritize your wellbeing through paid time off, flexible working where possible, healthcare plans, counselling, our Mental Health Allyship program and more. 

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    Your career, your way

    With 350,000+ roles at Cognizant, you’ll have opportunities explore new technologies, industries and locations—and build the skills you need to grow your career.

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    Real-world impact

    Think about the biggest brands you rely on. Chances are, they rely on us to help strengthen their business. Here, you’ll turn bold ideas into solutions that improve lives everywhere.

    Your path to Cognizant

    Here’s what you can expect from our hiring process. Please keep in mind that it may vary by role and location. Explore our FAQs to learn more.

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    Step 1: Apply to the right opportunity

    Find an open role that matches your skills and career goals and show us why you’re the person for the job. Don’t see the right opportunity? Consider joining our Talent Community.

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    Step 2: Connect with your recruiter

    If one of our recruiters sees a fit, they’ll set up a short intro call to learn more about you and how your experiences and skills match the role.

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    Step 3: Show off your skills

    If you and our team would like to continue the process, you’ll interview with our hiring team. Some roles may also require technical assessments and/or client interviews.

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    Step 4: Decision time

    Our team will then review each candidates’ potential to succeed in the role. This step may take some time because we want to find the right fit for both you and us—but you can count on us to keep you updated.

    CAN Brigitte
    Cognizant is great for those wanting to make the world a better place, as we create solutions with top technology partners to address complex problems for our clients.
    Brigitte Roy Director of Strategy Alliances
    CAN Rahul
    I’m supported by motivational leaders who empower me to grow in my career through learning programs, industry conferences and internal job moves. I’m proud of the career progression I’m making here.
    Rahul Sathe Principal Product Architect – Insurance
    Can Amita
    The moment I joined Cognizant, I felt like I belonged. I was heard and empowered to challenge ideas—and I still am to this day.
    Dr. Amita Oppal Gill Service Line Sales Manager
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    Cognizant has one of the best learning ecosystems you can ask for. From sponsored certifications to training platforms to mentorship, we have all that we need to grow.
    Debashish Mishra SAP MM Developer

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