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TL-CX-Backoffice Helpdesk

00070623132



Job Summary

This role focuses on delivering responsive and high quality backoffice helpdesk support for hi tech customers in a day shift work from office model. The talent will manage complex customer service requests and internal coordination using clear English communication to resolve issues efficiently. The role contributes to a reliable support environment that improves customer satisfaction and strengthens the company reputation in the global hi tech market.


Responsibilities

  • Handle backoffice helpdesk requests by analyzing incoming tickets and service queries from hi tech customers and internal stakeholders and ensure accurate categorization and timely resolution in line with company service standards.
  • Coordinate with product engineering and operations teams to gather required technical and process information for each case and translate findings into clear and actionable responses that build confidence for hi tech customers.
  • Communicate with customers and internal partners using fluent English spoken and written to clarify issues ask relevant questions and provide concise updates that reduce misunderstandings and speed up resolution.
  • Maintain detailed case documentation in the support tools by capturing symptoms root cause actions taken and final outcome so that the organization can learn from each interaction and improve service quality over time.
  • Monitor daily case queues dashboards and reports to identify aging cases recurring issues and potential service risks and promptly escalate matters that require specialized attention to keep service performance within agreed levels.
  • Collaborate with cross functional teams such as finance logistics and quality assurance to resolve backoffice dependencies and ensure that each customer request is completed without delays caused by internal process gaps.
  • Review and validate data entries order details and configuration information related to hi tech products to prevent downstream errors and rework thereby improving operational efficiency and satisfaction for all parties.
  • Apply structured problem solving techniques to diagnose complex support situations in the hi tech domain and recommend practical workarounds or permanent solutions that reduce future incidents and enhance product usability.
  • Adhere to security and compliance guidelines relevant to hi tech environments by following defined protocols for data handling system access and communication to protect company and customer information.
  • Support continuous improvement initiatives by sharing recurring issue patterns suggesting knowledge base updates and participating in process refinement activities that help the backoffice helpdesk deliver more reliable outcomes.
  • Engage professionally with customers during day shift hours by managing expectations setting realistic timelines and providing proactive status updates so that customers experience consistent and dependable support.
  • Contribute to the company purpose of enabling safe and innovative hi tech solutions by ensuring that every support interaction is handled responsibly thereby helping society benefit from stable and trustworthy technology services.
  • Demonstrate accountability for personal performance metrics such as resolution time quality of documentation and customer feedback and use these insights to improve daily work routines and overall service impact.

    • Qualifications

  • Bring strong spoken and written English communication skills with the ability to explain complex hi tech concepts in simple and respectful language to diverse global stakeholders.
  • Possess solid experience in hi tech industry environments including familiarity with typical product lifecycles common support scenarios and customer expectations in this domain.
  • Display practical knowledge of backoffice helpdesk operations such as ticket management queue handling escalation processes and collaboration with cross functional teams in an office based setting.
  • Show comfort working full time from office in a structured day shift with the discipline to follow schedules adhere to service commitments and coordinate smoothly with colleagues onsite.
  • Demonstrate proficiency using standard office productivity tools and support platforms while quickly learning new applications required for backoffice operations in the hi tech segment.
  • Exhibit a customer oriented mindset with proven ability to handle challenging situations calmly build trust through clear English communication and focus on long term relationship value.

    • 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.
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    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.
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    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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