[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