Job Summary
This role supports a customer experience back office helpdesk team in an MNC environment focusing on query resolution ticket management and data handling using PL SQL and mySQL. The specialist collaborates with cross functional teams to maintain high service quality ensure accurate data processing and enable smooth customer operations while working from office in rotational shifts.
Responsibilities
Handle incoming back office requests by analyzing tickets and documenting detailed case information to ensure accurate and timely resolution of customer issuesCoordinate with customer facing teams to clarify requirements and provide reliable back office support that improves overall customer satisfactionAnalyze recurring incidents and trends using structured queries in PL SQL and mySQL to identify root causes and recommend sustainable improvementsDevelop and execute data retrieval and update scripts in PL SQL and mySQL to support daily operations and reporting needs while protecting data integrityValidate data consistency across multiple systems by performing comparison checks and corrections to minimize customer impacting discrepanciesPrepare clear and concise status updates on ticket queues and data issues to keep stakeholders informed and enable informed operational decisionsFollow defined standard operating procedures for ticket handling and documentation to maintain compliance with internal and external quality standardsCollaborate with technology and operations teams to refine helpdesk workflows that reduce resolution time and improve the reliability of back office processesCommunicate effectively in English over calls and written channels to capture user requirements and explain resolutions in a clear and respectful mannerApply basic data quality practices when reviewing customer and transaction records to prevent duplication and ensure accurate reporting for decision makersMonitor helpdesk dashboards during rotational shifts to prioritize critical items and ensure continuous coverage for global users in a work from office setupParticipate in periodic audits and quality reviews to identify process gaps and support corrective actions that enhance overall service performanceContribute ideas for automation and continuous improvement in query handling and data processing to support the company mission of delivering reliable and efficient customer experiences
Qualifications
Meet the requirement of two to four years of experience in back office operations or helpdesk support with a focus on database driven environmentsDemonstrate strong proficiency in PL SQL and mySQL including writing queries joins and aggregate functions to support operational data needsExhibit clear spoken and written English communication skills to interact with internal stakeholders and document technical and process informationShow familiarity with concepts of data quality such as completeness accuracy and consistency and apply them in day to day operational tasksAdapt to rotational shift schedules and work from office expectations while maintaining reliability punctuality and a strong focus on service excellenceDisplay an analytical mindset with the ability to interpret data outputs troubleshoot issues and collaborate with teams to achieve measurable outcomes
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 relatives à la rémunération du poste à pourvoir dépendent de la date de publication de l’offre de poste. Cognizant se réserve le droit de modifier ces informations à tout moment, sous réserve des lois applicables.
Cognizant est un employeur soucieux de l'égalité des chances entre candidats. Votre candidature sera étudiée indépendamment de votre race, couleur, sexe, religion, croyances, orientation sexuelle, identité de genre, origine, handicap, informations génétiques, grossesse, statut d'ancien militaire ou de toute autre critère jugé discriminant par les lois européennes ou françaises.
Vous êtes porteur d'un handicap, vous pouvez-nous contacter par courriel [email protected] si vous souhaitez préciser les aménagements nécessaires pour le poste ou les entretiens à venir.
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