PE-CX-Backoffice Helpdesk

Cognizant; Hyderabad; Ibrido; INR 300.000 - 520.000; Tempo pieno

Descrizione del lavoro

Cognizant is seeking a Backoffice Helpdesk professional to join our global team. The role leverages HTML, Google AdWords, MS Excel and prompt engineering to support digital operations in a hybrid day-shift environment.

You will contribute to efficient problem resolution and superior customer experiences through accurate task execution. The position emphasizes foundational technical skills, cross-functional collaboration, and adherence to data security while supporting a leading multinational

Competenze

• Minimum one year of technical support experience with exposure to HTML coding.
• Proficiency in MS Excel for data analysis and reporting.
• Familiarity with Google AdWords and digital marketing concepts.
• Foundational prompt engineering skills to aid in automated responses.

Mansioni

• Provide first-level support and troubleshooting for digital marketing and backoffice applications.
• Use HTML knowledge to resolve customer queries about web content and formatting.
• Perform analysis and reporting in MS Excel to improve campaign data accuracy.
• Support campaign monitoring using Google AdWords under guidance.
• Apply basic prompt engineering to craft precise responses and automate repetitive inquiries.
• Maintain logs of user issues and escalate complex problems as needed.
• Collaborate with teams to align backoffice support with company goals.
• Update knowledge base to improve self-service options and reduce resolution time.
• Participate in process improvement to boost helpdesk efficiency and quality.
• Communicate professionally with diverse user groups in English.

Conoscenze

HTML

MS Excel

Google AdWords

Prompt engineering

Descrizione del lavoro

Job Summary

Join our global team as a Backoffice Helpdesk professional leveraging foundational skills in HTML Google AdWords MS Excel and prompt engineering to support digital operations in a hybrid work environment during day shifts. Your role will drive efficient problem resolution and enhance user support capabilities directly contributing to our companys commitment to delivering seamless customer experience and operational excellence.

Responsibilities

• Provide first-level support and troubleshooting for digital marketing and backoffice applications ensuring accurate execution of daily tasks.
• Utilize HTML knowledge to assist in resolving customer queries related to web content formatting and technical adjustments.
• Execute analysis and reporting tasks using MS Excel to enhance the accuracy and effectiveness of campaign data management.
• Apply basic Google AdWords skills to support campaign monitoring and troubleshooting under guidance to optimize advertising deliverables.
• Employ principles of prompt engineering to aid in crafting precise responses and automating repetitive inquiries improving helpdesk response time.
• Maintain detailed logs of user issues and resolutions while escalating complex problems to specialized teams when necessary to ensure timely solutions.
• Collaborate with cross-functional teams to ensure alignment of backoffice support activities with organizational goals and customer satisfaction standards.
• Update knowledge base and support documentation to enhance self-service options for end-users and reduce incident resolution time.
• Participate actively in process improvement initiatives aimed at increasing helpdesk efficiency and service quality.
• Communicate clearly with diverse customer groups maintaining professionalism and empathy to foster positive user interactions.
• Monitor system performance and reported issues related to digital marketing tools providing feedback for continuous improvement.
• Support the digital marketing team during peak workload periods to guarantee uninterrupted advertising operations and timely campaign adjustments.
• Adhere to company policies on data security and privacy while handling sensitive customer and company information with discretion.

Qualifications

• Possess a minimum of one year experience in technical support roles with exposure to HTML coding and digital marketing tools such as Google AdWords.
• Demonstrate proficiency in MS Excel for data analysis and reporting with foundational prompt engineering capabilities to aid in automated customer interaction.
• Have a solid understanding of digital advertising concepts and basic web technologies reflecting a good grasp of backoffice helpdesk functions.
• Exhibit strong problem-solving skills and ability to communicate technical information effectively in a hybrid work model.
• Be comfortable working the day shift and operating within a hybrid work environment that combines remote and on-site duties.
• Commit to no travel requirements and flexibility to adapt to evolving technological and business needs.
• Show readiness to work collaboratively with multinational teams and multicultural customers in English language environments.
• Possession of detailed-oriented mindset and organizational skills to efficiently document and track support cases.
• Ability to learn and adapt quickly to new tools and processes related to prompt engineering enhancing helpdesk automation.
• Demonstrate passion for customer service and continuous personal and professional development within a dynamic multinational corporation.
• Understand compliance and ethical standards pertinent to handling customer data and digital marketing platforms.
• Have good interpersonal skills to smoothly interact with colleagues and customers ensuring effective information exchange.
• Maintain enthusiasm for supporting a global brands operational success and contributing to impactful customer experience service delivery.

Certifications Required

Certification in Google AdWords or digital marketing fundamentals is required.