Job Summary
Join our global team as a Backoffice Helpdesk professional leveraging foundational skills in HTML Google AdWords MS Excel and prompt engineering to support digital operations in a hybrid work environment during day shifts. Your role will drive efficient problem resolution and enhance user support capabilities directly contributing to our companys commitment to delivering seamless customer experience and operational excellence.
Responsibilities
- Provide first-level support and troubleshooting for digital marketing and backoffice applications ensuring accurate execution of daily tasks.
- Utilize HTML knowledge to assist in resolving customer queries related to web content formatting and technical adjustments.
- Execute analysis and reporting tasks using MS Excel to enhance the accuracy and effectiveness of campaign data management.
- Apply basic Google AdWords skills to support campaign monitoring and troubleshooting under guidance to optimize advertising deliverables.
- Employ principles of prompt engineering to aid in crafting precise responses and automating repetitive inquiries improving helpdesk response time.
- Maintain detailed logs of user issues and resolutions while escalating complex problems to specialized teams when necessary to ensure timely solutions.
- Collaborate with cross-functional teams to ensure alignment of backoffice support activities with organizational goals and customer satisfaction standards.
- Update knowledge base and support documentation to enhance self-service options for end-users and reduce incident resolution time.
- Participate actively in process improvement initiatives aimed at increasing helpdesk efficiency and service quality.
- Communicate clearly with diverse customer groups maintaining professionalism and empathy to foster positive user interactions.
- Monitor system performance and reported issues related to digital marketing tools providing feedback for continuous improvement.
- Support the digital marketing team during peak workload periods to guarantee uninterrupted advertising operations and timely campaign adjustments.
- Adhere to company policies on data security and privacy while handling sensitive customer and company information with discretion.
Qualifications
- Possess a minimum of one year experience in technical support roles with exposure to HTML coding and digital marketing tools such as Google AdWords.
- Demonstrate proficiency in MS Excel for data analysis and reporting with foundational prompt engineering capabilities to aid in automated customer interaction.
- Have a solid understanding of digital advertising concepts and basic web technologies reflecting a good grasp of backoffice helpdesk functions.
- Exhibit strong problem-solving skills and ability to communicate technical information effectively in a hybrid work model.
- Be comfortable working the day shift and operating within a hybrid work environment that combines remote and on-site duties.
- Commit to no travel requirements and flexibility to adapt to evolving technological and business needs.
- Show readiness to work collaboratively with multinational teams and multicultural customers in English language environments.
- Possession of detailed-oriented mindset and organizational skills to efficiently document and track support cases.
- Ability to learn and adapt quickly to new tools and processes related to prompt engineering enhancing helpdesk automation.
- Demonstrate passion for customer service and continuous personal and professional development within a dynamic multinational corporation.
- Understand compliance and ethical standards pertinent to handling customer data and digital marketing platforms.
- Have good interpersonal skills to smoothly interact with colleagues and customers ensuring effective information exchange.
- Maintain enthusiasm for supporting a global brands operational success and contributing to impactful customer experience service delivery.
Certifications Required
Certification in Google AdWords or digital marketing fundamentals is required.
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.
