Customer Service Team Lead

Job Summary

This hybrid backoffice helpdesk role supports high technology customers through clear English communication and diligent case handling. The candidate manages inquiries documents resolutions and coordinates with internal teams to ensure swift and accurate support. The role focuses on improving customer experience strengthening service reliability and contributing to efficient global operations for the company.

Responsibilities

• Handle incoming customer inquiries related to high technology products through backoffice channels and provide clear concise responses in English that resolve issues efficiently while improving overall customer satisfaction and trust in the company services.
• Manage case logging and documentation in helpdesk systems by accurately capturing customer requests actions taken and outcomes so that information remains reliable accessible and useful for future analysis and continuous improvement.
• Coordinate with internal technical and operations teams to gather required information and ensure timely resolution of complex customer queries in the high technology domain while maintaining smooth communication and minimal disruption to the customer experience.
• Monitor daily workloads and prioritize helpdesk tickets based on impact and urgency to ensure that high technology clients receive responsive and consistent support aligned to agreed service expectations.
• Provide proactive status updates to customers in English through written and verbal communication so that they feel informed respected and confident in the progress of their reported issues and service requests.
• Maintain high accuracy when entering and updating customer data in backoffice tools to support robust reporting compliance needs and data driven decisions that enhance customer experience strategies.
• Collaborate with quality and process teams to identify recurring customer pain points in the high technology space and recommend practical improvements that make support interactions smoother and more effective.
• Follow defined helpdesk workflows and knowledge base guidelines to ensure every customer interaction adheres to company standards regulatory needs and industry best practices for high technology services.
• Contribute to continuous improvement by sharing observations from daily customer interactions and suggesting enhancements to templates responses and procedures that better address frequent questions and technical challenges.
• Participate in training sessions focused on English communication skills high technology product awareness and helpdesk tools to strengthen capability and deliver more accurate and empathetic customer support.
• Support metrics tracking by updating ticket statuses correctly and within required timeframes which helps the company measure performance identify trends and refine customer experience programs.
• Assist in building and maintaining a knowledge repository of common issues solutions and guidance tailored to high technology customers enabling faster resolutions and more consistent responses across the helpdesk team.
• Ensure that every interaction reflects the company values of reliability transparency and customer focus thereby reinforcing the purpose of enabling safe productive use of high technology solutions in society.

Qualifications

• Demonstrate strong English speaking and comprehension skills that enable clear respectful and professional communication with diverse customers and internal partners across multiple regions.
• Exhibit familiarity with high technology concepts products or services such as software hardware or digital platforms allowing effective understanding of customer issues and accurate interpretation of technical details.
• Show ability to learn helpdesk tools ticketing platforms and documentation processes quickly and apply them consistently to manage customer requests in a structured and organized manner.
• Display customer centric thinking by actively listening to concerns identifying the core problem and responding with concise solutions that support positive outcomes and lasting relationships.
• Possess basic analytical skills to review case histories recognize patterns and contribute insights that help refine workflows and improve high technology customer support quality.
• Demonstrate adaptability to hybrid work arrangements and day shift schedules while maintaining productivity accountability and effective collaboration through digital communication tools.
• Prefer exposure to service desk or contact center environments supporting high technology clients where experience with case handling and knowledge bases enhances readiness for this role.

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.

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