Job Summary
This role as SME CX Multi Channel Helpdesk focuses on delivering consistent customer voice and customer service support through multiple channels in a work from office rotational shift model. The candidate will manage content management activities that enable accurate and timely responses ensuring exceptional experiences for customers and aligning with company goals in the hi tech environment while maintaining high service standards.
Responsibilities
- Manage multi channel helpdesk interactions by responding to customer inquiries across voice and digital touchpoints and ensuring each interaction is handled with clarity empathy and timely resolution
- Provide knowledgeable assistance for customer voice queries by interpreting feedback and concerns and translating them into meaningful actions that improve service quality and customer satisfaction
- Execute daily customer service tasks by handling tickets and requests in alignment with defined procedures and service level expectations to maintain reliable and consistent support for all customers
- Maintain accurate content management within helpdesk knowledge bases by updating articles responses and templates so that customer facing information remains current easy to understand and aligned with product and service changes
- Coordinate with cross functional teams such as product support operations and quality assurance to obtain precise information for resolving customer issues and to ensure the helpdesk acts as a reliable single point of contact
- Analyze recurring customer voice patterns and service issues by reviewing interaction histories and feedback and then proposing practical improvements that reduce repeat contacts and enhance overall experience
- Document each customer interaction within the helpdesk systems in a structured and detailed manner to enable traceability performance tracking and continuous improvement of workflows
- Adhere to rotational shift schedules and office based work expectations by managing time effectively and ensuring full coverage of helpdesk operations during assigned hours to support customers without service gaps
- Follow compliance guidelines data privacy rules and internal policies while handling customer information to protect confidential data and uphold the company reputation for responsible service
- Collaborate with team members by sharing insights about complex cases and new content requirements and by contributing to an environment of mutual support that strengthens collective performance
- Support small scale process enhancements by providing frontline observations on content accuracy response scripts and workflow steps so that process owners can implement changes that improve operational efficiency
- Contribute to the organization purpose by ensuring that every customer helpdesk interaction reinforces trust in company products and services and by enabling customers in the hi tech space to use solutions confidently and productively
- Engage in continuous learning by updating knowledge on product features tools and helpdesk practices so that responses remain relevant and customers receive guidance that reflects current capabilities
Qualifications
- Demonstrate practical experience in managing customer voice interactions and using feedback from calls and messages to refine responses and enhance the quality of customer engagement
- Apply strong customer service skills to handle inquiries complaints and requests with patience clarity and solution oriented thinking ensuring positive outcomes even in demanding situations
- Utilize content management capabilities to update and organize knowledge articles scripts and standard responses so that helpdesk teams access accurate information during live customer interactions
- Show familiarity with hi tech domain concepts by understanding basic product terminologies and usage scenarios which helps in explaining complex topics to customers in a simple and accessible manner
- Use helpdesk and ticketing tools effectively by logging cases categorizing issues and tracking resolutions to support transparent operations and allow data driven service performance assessments
- Communicate in a clear concise and inclusive manner through voice and written channels to ensure customers from diverse backgrounds understand guidance and feel respected during every interaction
- Display adaptability to rotational shifts and office based work by managing personal schedule and energy levels responsibly while maintaining consistent service quality during different time slots
Certifications Required
Certified Customer Service Professional or equivalent customer experience certification
Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
Applicants for US based positions must be currently authorized to work for any employer in the United States. The company is unable to provide employment-based immigration sponsorship for US based positions.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] for roles based in the Americas or [email protected] for roles based in India.
About Cognizant:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.