SPE-CX-Multi Channel Helpdesk

Cognizant; Gurugram District; Hybrid; INR 350,000 - 550,000; Full time

Job summary

Cognizant Technology Solutions Corporation is seeking a hybrid multi-channel helpdesk professional to deliver exceptional customer experiences for ISV and high-tech clients. You will handle inquiries via phone, chat, and email, document interactions in the helpdesk system, and collaborate with internal teams to resolve issues efficiently in rotational shifts.

This role emphasizes communication, problem solving, and a customer-centric approach while maintaining service quality and supporting

Qualifications

• Strong spoken English proficiency suitable for serving global customers in ISV and high tech sectors across phone, chat and email channels.
• Foundational understanding of software products and digital services used by ISV and high tech firms for effective communication and troubleshooting.
• Ability to learn new applications, helpdesk tools and workflows quickly, adapting to evolving requirements.
• Customer-centric mindset focusing on practical solutions that enhance experience and loyalty.
• Collaborative working style fitting hybrid teams with virtual and onsite interactions.
• Organized work habits with attention to detail in documentation and follow-up.

Responsibilities

• Handle incoming customer inquiries from ISV and high tech clients across phone, chat and email channels with clear and fluent English communication to ensure accurate understanding of issues and timely resolution that supports overall customer satisfaction and retention.
• Provide stepwise guidance to customers on product usage, account queries, and general information to reduce friction and maximize value from software solutions and services.
• Document each customer interaction in the helpdesk system with detailed, structured notes for reliable records, future reference, performance analysis and continuous improvement of service processes.
• Resolve routine technical and service-related problems by following defined helpdesk procedures and knowledge base articles to deliver consistent support outcomes and reduce handling time.
• Escalate complex or unresolved issues to appropriate internal teams using established workflows to ensure timely intervention and transparent communication.
• Collaborate with cross-functional teams in product support, operations and customer success to share insights about recurring issues and client needs for incremental improvements.
• Monitor ticket queues and prioritize cases based on urgency, impact, and commitments to provide responsive service and align with SLAs.
• Participate in training sessions and feedback discussions to strengthen communication, problem-solving and product understanding for early career professionals.
• Apply empathy, patience and active listening during all interactions to reduce frustration and reinforce the company as a reliable technology partner.
• Use knowledge bases and FAQs to deliver accurate information and minimize repeat contacts, while suggesting updates when gaps are identified.
• Adhere to rotational shifts and hybrid work patterns to support global client coverage and consistent availability of helpdesk support.
• Contribute observations from daily conversations to help identify common hurdles in ISV/high-tech adoption informing product improvements.

Skills

English fluency

Software product basics

Quick learning

Customer-centric

Hybrid teamwork

Organized documentation

Job description

Job Summary

This hybrid multi channel helpdesk role focuses on delivering exceptional customer experience for independent software vendor and high tech clients through fluent English communication across phone chat and email. The specialist will troubleshoot issues document interactions and collaborate with internal teams to resolve inquiries efficiently in rotational shifts while maintaining consistent service quality and contributing to customer loyalty and satisfaction.

Responsibilities

• Handle incoming customer inquiries from ISV and high tech clients across phone chat and email channels with clear and fluent English communication to ensure accurate understanding of issues and timely resolution that supports overall customer satisfaction and retention.
• Provide stepwise guidance to customers on product usage account related queries and general information to reduce friction in technology adoption and help clients gain maximum value from their software solutions and services.
• Document each customer interaction in the helpdesk system with detailed and structured notes to maintain a reliable record that supports future reference performance analysis and continuous improvement of service processes.
• Resolve routine technical and service related problems by following defined helpdesk procedures and knowledge base articles to deliver consistent support outcomes and reduce average handling time while maintaining high quality standards.
• Escalate complex or unresolved issues to appropriate internal teams using established workflows to ensure timely intervention by specialists and protect customer trust through transparent and proactive communication.
• Collaborate with cross functional colleagues in product support operations and customer success to share insights about recurring issues and client needs enabling incremental enhancements to ISV and high tech offerings.
• Monitor ticket queues and prioritize cases based on urgency impact and customer commitments to provide responsive service that aligns with service level targets and contributes to overall operational efficiency.
• Participate in training sessions and feedback discussions to continuously strengthen communication problem solving and product understanding skills enabling steady performance growth over time for early career professionals.
• Apply empathy patience and active listening during all interactions to reduce customer frustration transform challenging situations into constructive experiences and reinforce the company brand as a reliable technology partner.
• Use available knowledge bases frequently asked questions and support tools effectively to deliver accurate information and minimize repeat contacts while suggesting updates to content when knowledge gaps are identified.
• Adhere to rotational shift schedules and agreed work patterns in the hybrid environment to support global client coverage and ensure consistent availability of helpdesk support without requiring travel commitments.
• Contribute observations from daily customer conversations to help the organization identify common hurdles in ISV and high tech adoption which informs product improvements and supports broader positive impact on how society uses technology.
• Maintain compliance with company policies data protection norms and ethical standards during all support activities to safeguard client information and uphold trust across the multichannel helpdesk environment.

Qualifications

• Demonstrate strong spoken English proficiency with clear articulation and professional vocabulary suitable for serving global customers in ISV and high tech sectors across phone chat and email channels.
• Possess foundational understanding of software products and digital services typically used by independent software vendors and high tech firms enabling effective communication and troubleshooting guidance.
• Show ability to learn new applications helpdesk tools and workflow systems quickly so that daily support tasks are executed accurately while adapting to evolving customer and business requirements.
• Exhibit customer centric mindset by actively seeking to understand client goals and pain points and by focusing responses on practical solutions that enhance experience and reinforce long term loyalty.
• Bring collaborative working style that fits hybrid teams where coordination with colleagues and supervisors occurs through virtual and onsite interactions while maintaining consistent productivity in rotational shifts.
• Display organized work habits with attention to detail in documentation case handling and follow up activities so that every customer issue progresses smoothly through the resolution lifecycle.