Job Summary
This hybrid day shift role supports a multinational high tech environment through a multi channel helpdesk focused on exceptional English speaking support. The specialist will handle complex inquiries from internal and external stakeholders across phone chat and email ensuring accurate issue resolution and consistent service quality while aligning with company standards and contributing to reliable customer and employee experiences.
Responsibilities
- Handle multi channel helpdesk inquiries across voice chat and email with clear and confident English communication ensuring prompt and accurate responses for high tech products and services.
- Provide detailed issue triage for hardware and software in a high tech ecosystem capturing precise information and guiding users toward effective solutions that minimize disruption.
- Manage daily ticket queues in the service management system prioritizing cases based on impact and urgency to support stable operations and uphold service level commitments.
- Collaborate with engineering and product support teams to clarify complex technical questions so that customers receive reliable information and the organization reduces repeat incidents.
- Maintain up to date knowledge of high tech product features common configurations and known issues translating technical details into understandable guidance for diverse user groups.
- Document every interaction with thorough notes including symptoms actions and outcomes to build a clear support history that improves future troubleshooting and reporting accuracy.
- Coordinate escalation of unresolved or high impact cases to specialized support groups while providing concise summaries that speed up analysis and resolution.
- Monitor key helpdesk metrics such as response times ticket backlog and resolution rates and share observations that contribute to continuous improvement of support processes.
- Assist in creating and refining reusable knowledge base articles that describe step by step solutions helping users self serve and reducing repetitive contacts to the helpdesk.
- Engage empathetically with users experiencing service disruption using professional English communication to reduce frustration and reinforce trust in the company brand.
- Participate in regular training sessions and platform updates to remain current with new high tech offerings and support tools ensuring that advice given to users aligns with the latest standards.
- Support adherence to company policies and data protection guidelines during every interaction safeguarding sensitive information and reinforcing a culture of responsible technology use.
- Contribute feedback from recurring customer issues and emerging trends to product and operations partners helping shape improvements that enhance service reliability and user satisfaction.
Qualifications
- Demonstrate strong spoken English proficiency with clear pronunciation and active listening skills that enable effective support conversations across global stakeholder groups.
- Show proven experience of two to five years in a helpdesk or customer support function preferably within high tech domains where complex technical issues are part of daily operations.
- Apply practical familiarity with common enterprise tools such as ticketing platforms communication suites and productivity applications to manage workload and interactions efficiently.
- Exhibit resilience and composure in day shift operations handling continuous inquiries while maintaining accuracy professionalism and attention to detail in every case.
- Display a customer focused mindset with the ability to understand user context and translate technical guidance into simple steps that empower non expert users.
- Illustrate comfort with hybrid work arrangements leveraging remote collaboration tools as well as onsite interactions to remain responsive and integrated with team activities.
- Show willingness to learn new high tech products and services rapidly using available training resources to keep skills aligned with evolving company offerings and industry practices.
- Prefer prior exposure to global or multinational environments where cultural sensitivity and adaptable communication styles are important for effective support.
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.