SPE-CX-Multi Channel Helpdesk

Job Summary

This hybrid multi channel helpdesk role focuses on delivering exceptional customer experience for independent software vendor and high tech clients through fluent English communication across phone chat and email. The specialist will troubleshoot issues document interactions and collaborate with internal teams to resolve inquiries efficiently in rotational shifts while maintaining consistent service quality and contributing to customer loyalty and satisfaction.

Responsibilities

• Handle incoming customer inquiries from ISV and high tech clients across phone chat and email channels with clear and fluent English communication to ensure accurate understanding of issues and timely resolution that supports overall customer satisfaction and retention.
• Provide stepwise guidance to customers on product usage account related queries and general information to reduce friction in technology adoption and help clients gain maximum value from their software solutions and services.
• Document each customer interaction in the helpdesk system with detailed and structured notes to maintain a reliable record that supports future reference performance analysis and continuous improvement of service processes.
• Resolve routine technical and service related problems by following defined helpdesk procedures and knowledge base articles to deliver consistent support outcomes and reduce average handling time while maintaining high quality standards.
• Escalate complex or unresolved issues to appropriate internal teams using established workflows to ensure timely intervention by specialists and protect customer trust through transparent and proactive communication.
• Collaborate with cross functional colleagues in product support operations and customer success to share insights about recurring issues and client needs enabling incremental enhancements to ISV and high tech offerings.
• Monitor ticket queues and prioritize cases based on urgency impact and customer commitments to provide responsive service that aligns with service level targets and contributes to overall operational efficiency.
• Participate in training sessions and feedback discussions to continuously strengthen communication problem solving and product understanding skills enabling steady performance growth over time for early career professionals.
• Apply empathy patience and active listening during all interactions to reduce customer frustration transform challenging situations into constructive experiences and reinforce the company brand as a reliable technology partner.
• Use available knowledge bases frequently asked questions and support tools effectively to deliver accurate information and minimize repeat contacts while suggesting updates to content when knowledge gaps are identified.
• Adhere to rotational shift schedules and agreed work patterns in the hybrid environment to support global client coverage and ensure consistent availability of helpdesk support without requiring travel commitments.
• Contribute observations from daily customer conversations to help the organization identify common hurdles in ISV and high tech adoption which informs product improvements and supports broader positive impact on how society uses technology.
• Maintain compliance with company policies data protection norms and ethical standards during all support activities to safeguard client information and uphold trust across the multichannel helpdesk environment.

Qualifications

• Demonstrate strong spoken English proficiency with clear articulation and professional vocabulary suitable for serving global customers in ISV and high tech sectors across phone chat and email channels.
• Possess foundational understanding of software products and digital services typically used by independent software vendors and high tech firms enabling effective communication and troubleshooting guidance.
• Show ability to learn new applications helpdesk tools and workflow systems quickly so that daily support tasks are executed accurately while adapting to evolving customer and business requirements.
• Exhibit customer centric mindset by actively seeking to understand client goals and pain points and by focusing responses on practical solutions that enhance experience and reinforce long term loyalty.
• Bring collaborative working style that fits hybrid teams where coordination with colleagues and supervisors occurs through virtual and onsite interactions while maintaining consistent productivity in rotational shifts.
• Display organized work habits with attention to detail in documentation case handling and follow up activities so that every customer issue progresses smoothly through the resolution lifecycle.

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.