SPE-CX-Multi Channel Helpdesk

Job Summary

This role focuses on providing multi channel helpdesk support to global customers in Portuguese and English ensuring accurate understanding and translation of technical and service related queries for hi tech and online products. The specialist will handle day time hybrid support interactions drive efficient case resolution and contribute to a consistent customer experience while aligning with company quality standards and social impact goals through reliable digital support.

Responsibilities

• Handle multi channel helpdesk interactions in Portuguese and English including calls chat and email to deliver timely and accurate responses for customers of hi tech and online products
• Manage incoming service requests by carefully understanding Portuguese content and translating it into clear English for internal teams ensuring complete and precise case documentation
• Resolve day shift customer issues by analyzing problem statements in Portuguese and providing structured guidance that improves first contact resolution and reduces repeated inquiries
• Coordinate with product and support teams by supplying well translated and contextual summaries of Portuguese customer feedback that help refine digital solutions and service features
• Maintain consistent helpdesk service quality by following defined procedures while adapting communication style to varied customer profiles and cultural contexts for better satisfaction
• Conduct detailed troubleshooting steps guided by knowledge base materials and convert technical explanations into easy to understand Portuguese narratives that empower customers to self solve
• Track and update ticket status across systems by translating relevant notes and outcomes from Portuguese to English enabling transparent collaboration and accurate reporting for stakeholders
• Provide proactive customer follow up in Portuguese to confirm issue resolution gather experience insights and share best practice guidance that supports trust and long term relationships
• Identify recurring Portuguese language issues or misunderstandings in helpdesk conversations and share structured observations that influence improvements in content training and support workflows
• Contribute to the company mission by enabling inclusive digital access through clear multilingual communication ensuring that Portuguese speaking customers receive fair and equitable support experiences
• Adhere to hybrid work model expectations by managing on site and remote responsibilities with disciplined time management and effective virtual communication that maintain service continuity
• Apply sensitivity to data privacy and security when handling multilingual customer information safeguarding personal details while preserving the accuracy of translated records

Qualifications

• Demonstrate native or near native command of Portuguese with strong reading writing and speaking abilities at novice or above level complemented by solid understanding of English for translation
• Show prior experience of two to three years in customer support or helpdesk environments in hi tech or online domains using structured tools and processes to manage service requests and incident workflows
• Display proven skill in translating Portuguese queries messages and documentation into clear actionable English that enables quick understanding for cross functional teams and improves resolution quality
• Use active listening and empathetic communication in Portuguese to clarify customer concerns and negotiate realistic solutions that align with business policies and service level expectations
• Operate common helpdesk and collaboration tools along with ticketing platforms to record cases in an orderly manner ensuring that all Portuguese to English transitions remain traceable and auditable
• Adapt to hybrid work arrangements by maintaining reliable connectivity disciplined work habits and professional presence in virtual and physical settings in support of day shift service windows

À savoir avant de postuler

• Autorisation de travail: Cognizant ne prendra en considération que les candidats à ce poste qui sont légalement autorisés à travailler au Canada sans avoir besoin d'un parrainage de l'employeur, aujourd'hui ou à l'avenir.
• Mesures d’adaptation: Si vous avez un handicap qui nécessite des mesures d’adaptation raisonnable pour effectuer une recherche d’emploi ou poser une candidature, veuillez envoyer un courriel à [email protected] avec votre demande et vos coordonnées.
• L’IA dans notre processus de recrutement: Nous utilisons des outils d'intelligence artificielle (IA) pour trier et évaluer les candidatures efficacement. Notre équipe examine ensuite les candidatures et décide qui passe à l’étape suivante.
• Poste à pourvoir: Sauf indication contraire, ce poste est actuellement vacant et nous cherchons à le pourvoir.
• Exigences linguistiques: Nous demandons à tous les candidats de posséder une connaissance de base de l’anglais afin de faciliter les communications internes. Pour les postes au Québec, la capacité à communiquer efficacement en anglais est requise car vous fournirez des services à et collaborerez avec des parties prenantes anglophones situées hors de la province.
• Inclusion: 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, des renseignements génétiques, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée par les lois fédérales, provinciales ou locales.

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.