Job Summary
This entry level multi channel helpdesk role supports customer experience operations by handling queries through phone email chat and internal ticketing tools in an office based rotational shift model. The specialist will use MS Excel to track cases prepare basic reports and maintain data accuracy while ensuring timely resolution and a consistent high quality service experience for all users.
Responsibilities
Handle daily customer and internal user queries through phone email and chat channels to provide accurate and timely resolutions while maintaining a professional and empathetic tone towards every interaction.Manage helpdesk tickets from creation to closure by updating status documenting actions and escalating complex issues to appropriate teams to ensure consistent and traceable service delivery.Use MS Excel to record case details maintain issue logs and prepare simple status reports that help stakeholders understand trends in volumes response times and common problem categories.Analyze recurring issues using basic Excel functions such as sorting filtering and simple formulas to highlight patterns that can guide improvements in processes and customer experience.Coordinate with cross functional teams through the helpdesk workflow to obtain clarifications and solutions ensuring that responses shared with end users are accurate complete and easy to understand.Follow defined standard operating procedures and knowledge base articles while handling each request so that service quality remains consistent across all rotational shifts and channels.Monitor service level targets for response and resolution times and take proactive steps such as timely follow ups and clear communication to reduce backlogs and overdue tickets.Document clear and concise case notes for every interaction including problem description troubleshooting steps and final outcome so that any colleague can easily understand the history of the request.Communicate clearly with users about expected timelines next steps and any temporary workarounds to reduce frustration and enhance overall trust in the helpdesk service.Adhere to the rotational shift schedule and work from office requirements while maintaining punctuality productivity and responsiveness throughout each shift window.Participate in regular feedback and training sessions to refine communication skills deepen understanding of business processes and improve usage of MS Excel and other helpdesk tools.Support initiatives to improve customer experience by sharing insights from frontline interactions and by helping to test new processes or knowledge articles before they are rolled out.Contribute to a culture of continuous improvement by suggesting simple data backed enhancements to the helpdesk workflow that can improve efficiency and reduce repeat contacts.
Qualifications
Possess foundational experience with MS Excel including data entry sorting filtering and basic formulas that support accurate tracking and reporting of helpdesk activities.Demonstrate strong verbal and written communication skills that enable clear explanations of technical or process related information to users with varying levels of expertise.Show an ability to work effectively in a rotational shift environment in an office setting while maintaining consistent service quality and personal resilience.Exhibit strong attention to detail and accuracy in recording information updating tickets and validating data to reduce errors and rework across the helpdesk operation.Display a customer focused mindset with a calm solution oriented approach that helps de escalate concerns and build confidence in the company support services.Adapt quickly to new tools processes and knowledge base updates so that responses to users remain current relevant and aligned with evolving business needs.Collaborate comfortably with team members and cross functional contacts to resolve issues efficiently and share knowledge that benefits the wider customer experience function.
Certifications Required
Preferred certification in MS Office or MS Excel from a recognized training provider.
À propos de Cognizant
Cognizant (NASDAQ : CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif : améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus : cognizant.ai ou @cognizant.
Renseignments suppplémentaires sur l'emploi
Les informations sur la rémunération sont exactes à la date de publication. Cognizant se réserve le droit de modifier ces informations à tout moment, conformément aux lois applicables.
Les exigences linguistiques varient selon les postes, mais nous demandons à tous les candidats d’avoir une connaissance de base de l’anglais afin de faciliter les communications internes à l’échelle de l’entreprise. Pour les postes basés au Québec, une maîtrise de l’anglais est requise puisque vous fournirez des services et collaborerez avec des parties prenantes situées hors de la province, qui ne parlent pas nécessairement le français.
Cognizant est un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Votre candidature et votre dossier ne seront pas examinés en fonction de la race, de la couleur, du sexe, de la religion, des croyances, de l'orientation sexuelle, de l'identité de genre, de l'origine nationale, du handicap, de l'information génétique, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée telle que décrite par les lois fédérales, provinciales ou locales.
Si vous avez un handicap qui nécessite un aménagement raisonnable pour rechercher une offre d'emploi ou poser une candidature, envoyiez un courriel à [email protected] avec votre demande et vos coordonnées.
