Job Summary
Join our multinational corporation as a PE-CX-Multi Channel Helpdesk specialist focused on leveraging prompt engineering expertise to enhance customer interaction across multiple channels. This role delivers seamless support in a hybrid work environment during day shifts driving superior service experiences and operational efficiency in alignment with organizational goals and customer satisfaction standards.
Responsibilities
- Provide expert assistance using prompt engineering techniques to resolve multi-channel customer inquiries effectively and efficiently.
- Manage and support customer interactions across various communication platforms including email chat and social media to maintain high service quality.
- Utilize advanced problem-solving skills to analyze and troubleshoot technical issues reported by users ensuring rapid resolution.
- Collaborate closely with cross-functional teams to streamline support workflows and implement prompt engineering improvements that enhance response accuracy.
- Monitor and document all customer interactions thoroughly to maintain accurate records facilitating continuous improvement in service delivery.
- Assist in developing scripts and templates based on prompt engineering principles to standardize and expedite customer communication processes.
- Evaluate customer feedback on multi-channel support experiences and propose actionable improvements aligned with best practices.
- Coordinate with IT and product development teams to escalate and resolve broader technical issues affecting customer satisfaction.
- Maintain compliance with company policies and industry regulations while managing sensitive customer information to uphold data security and privacy standards.
- Offer insights on emerging prompt engineering trends to innovate helpdesk methodologies and support tools.
- Participate in regular training sessions to remain current on technical skills and emerging customer support technologies applicable to the helpdesk environment.
- Facilitate knowledge sharing among team members to foster a collaborative and informed support atmosphere.
- Manage daily operations within the designated day shift in a hybrid work model ensuring consistent availability and performance. Qualifications-
- Demonstrate minimum experience utilizing prompt engineering in customer support or related technical roles to ensure proficient handling of multi-channel helpdesk tasks.
- Possess foundational technical skills important to prompt engineering and familiarity with integration across varied communication platforms.
- Exhibit good to have domain expertise aligned with domain code 00012627 to enhance context understanding in customer interactions.
- Adapt efficiently to a hybrid work model combining remote and on-site responsibilities while maintaining productivity standards.
- Commit to day shift schedules with adherence to punctuality and reliability to meet service level agreements.
- Operate without travel requirements focusing efforts effectively within the designated geographic location and virtual environment.
- Communicate proficiently in English to engage professionally with diverse internal teams and global customers.
- Embrace continuous learning and development in technical competencies and customer support methodologies to contribute meaningfully to company objectives.
- Utilize analytical reasoning to optimize response strategies and prompt engineering applications within the helpdesk framework.
- Engage proactively in team collaboration and knowledge exchange to maintain high support quality and innovation.
- Handle confidential information with utmost integrity aligning with data protection standards.
- Exhibit adaptability to evolving technologies and customer service trends promoting ongoing process enhancement.
- Demonstrate a customer-centric mindset focused on delivering impactful resolutions and enhancing overall satisfaction.
Certifications Required
Certification in Prompt Engineering or relevant IT support certifications preferred.
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.
