Job Summary
This hybrid role for a multi channel helpdesk specialist supports customers of a high tech multinational company through voice and digital channels during day shifts. The candidate will respond to complex product and service queries in English diagnose issues and ensure accurate resolution while maintaining high satisfaction. The role contributes to reliable support experiences that strengthen trust in advanced technology solutions for global users.
Responsibilities
- Handle incoming customer queries from multiple channels such as phone chat email and ticketing systems in English ensuring timely and accurate responses that align with the company service standards
- Provide clear empathetic and solution oriented assistance to high tech customers troubleshooting product usage issues configuration questions and account concerns to reduce repeat contacts
- Manage daily case queues by prioritizing requests based on urgency and business impact ensuring that service levels are consistently met in the hybrid work environment
- Coordinate with internal product engineering and operations teams to clarify complex technical information and translate it into simple customer friendly guidance that increases first contact resolution
- Document each interaction with precise case notes resolution steps and follow up actions enabling transparent collaboration and reliable knowledge transfer across helpdesk teams
- Maintain up to date familiarity with high tech product features releases and known issues by actively engaging with knowledge bases trainings and announcements to provide accurate information
- Use available diagnostic tools and knowledge articles to identify patterns and recurring issues sharing insights with supervisors and support teams to improve processes and reduce customer friction
- Support continuous enhancement of helpdesk content by suggesting new FAQs updates to scripts and refinements to workflows based on daily interaction trends in the multi channel environment
- Adhere to data privacy policies and compliance requirements by carefully handling customer information and system access to protect company assets and build customer confidence
- Monitor personal performance metrics such as response time resolution time and customer satisfaction scores using them to refine work habits and improve service quality within day shifts
- Collaborate with peers during hybrid work schedules through virtual meetings and shared platforms to align on best practices and ensure consistent experiences across all support channels
- Escalate complex or high impact cases using defined paths and clear summaries so advanced support teams can act quickly and effectively while keeping customers informed of progress
- Contribute to the company purpose by enabling reliable access to high tech solutions so customers can innovate operate efficiently and realize tangible benefits from advanced technology in everyday work
Qualifications
- Demonstrate fluent spoken and written English with the ability to explain technical information in simple terms and adapt communication style to diverse global customers
- Bring practical experience in supporting high tech products or services with familiarity in common software hardware or cloud based solutions used in modern digital workplaces
- Exhibit strong problem solving skills with the capacity to analyze symptoms isolate root causes and propose pragmatic resolutions within defined helpdesk processes and tools
- Show proficiency in using standard support platforms including ticketing systems online knowledge bases and collaboration tools to manage multi channel interactions efficiently
- Apply structured work habits suited to a hybrid model by managing time coordinating remote communication and maintaining consistent responsiveness during day shift schedules
- Display resilience and customer focus when handling demanding situations including service disruptions or complex technical questions while maintaining professionalism and calm
- Demonstrate openness to continuous learning by absorbing product updates process changes and feedback and by using new knowledge to refine the quality of every customer interaction
Sobre a Cognizant
Cognizant (NASDAQ: CTSH) é uma construtora de IA e fornecedora de serviços de tecnologia, criando a ponte entre o investimento em IA e o valor para as empresas por meio do desenvolvimento de soluções de IA completas para nossos clientes. Nossa profunda experiência em setores, processos e engenharia nos permite incorporar o contexto único de cada organização em sistemas tecnológicos que potencializam a capacidade humana, geram resultados tangíveis e mantêm empresas globais à frente em um mundo em rápida transformação. Saiba mais em cognizant.ai ou @cognizant.
A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.
Informações adicionais de emprego
Os candidatos podem ser obrigados a comparecer a entrevistas presenciais ou por videoconferência. Além disso, os candidatos podem ser obrigados a apresentar seu documento de identificação emitido pelo estado ou governo atual durante cada entrevista.
Embora nosso sistema permita a candidatura em todos os idiomas, o(s) idioma(s) e o(s) nível(is) de proficiência exigidos para o trabalho variam. No entanto, é necessário um nível básico de inglês para fins de comunicação em toda a empresa.
A Cognizant é uma empregadora que investe em equidade. Sua candidatura não será pautada em raça, cor, gênero, sexualidade, credo, origem, deficiência, gravidez ou qualquer outra característica protegida pelas leis brasileiras.
Se você tem uma deficiência que requer adaptações razoáveis para procurar uma vaga de emprego ou enviar uma candidatura, envie um e-mail para [email protected] com sua solicitação e informações de contato.
