[Remote] Backoffice Helpdesk
Note: The job is a remote job and is open to candidates in USA. Cognizant is a global leader in digital transformation, and they are seeking a Backoffice Helpdesk Specialist to join their dynamic team. In this role, you will provide comprehensive support to clients, leveraging your Hi-Tech domain expertise to enhance customer experience and operational excellence.
Responsibilities
- Provide comprehensive support by addressing client inquiries and resolving issues promptly
- Collaborate with cross-functional teams to ensure seamless communication and service delivery
- Apply Hi-Tech domain knowledge to troubleshoot and resolve technical issues effectively
- Maintain accurate documentation of customer interactions and solutions for transparency
- Monitor and analyze customer feedback to identify improvement opportunities
- Assist in creating and maintaining internal and external documentation and training materials
- Ensure compliance with company policies while delivering outstanding customer service
- Participate in team meetings to share progress, challenges, and growth opportunities
- Support onboarding and training of new team members to foster collaboration
- Stay updated on industry trends and advancements to maintain a competitive edge
Skills
- Strong proficiency in English communication for client and team interactions
- Solid understanding of the Hi-Tech domain to address technical queries
- Excellent problem-solving skills for complex customer issues
- Ability to adapt to a hybrid work model balancing remote and in-office tasks
- Strong organizational skills to manage multiple priorities effectively
- Customer-centric mindset with a focus on satisfaction and loyalty
- Ability to work independently and collaboratively within a team environment
- Experience with helpdesk tools and ticketing systems
- Familiarity with CRM platforms and knowledge management systems
- Additional language proficiency is a plus
- Certifications in IT support or related fields
Benefits
- Medical/Dental/Vision/Life Insurance
- Paid holidays plus Paid Time Off
- 401(k) plan and contributions
- Long-term/Short-term Disability
- Paid Parental Leave
- Employee Stock Purchase Plan
Company Overview
Company H1B Sponsorship