TL-CX-Backoffice Helpdesk

Cognizant; Chennai District; On-site; INR 450,000 - 750,000; Full time

Job summary

Cognizant in Chennai is seeking a backoffice helpdesk specialist for a day shift, office-based role. You will handle hi-tech customer requests, coordinate with internal teams and maintain clear English communication to resolve issues efficiently.

The position emphasizes accurate case documentation, timely responses, and adherence to security guidelines while supporting continuous service improvements and customer satisfaction.

Qualifications

• Strong spoken and written English communication skills to explain complex hi tech concepts clearly.
• Experience in hi tech industry environments and typical support scenarios.
• Familiarity with backoffice helpdesk operations, ticket management and cross functional collaboration.
• Ability to work full time from office in a structured day shift.
• Proficiency with standard office productivity tools and support platforms.
• Customer-oriented mindset with calm, clear communication.

Responsibilities

• Handle backoffice helpdesk requests by analyzing tickets and service queries and ensure timely resolution in line with standards.
• Coordinate with product engineering and operations teams to gather information and translate findings into clear responses.
• Communicate with customers and internal partners in fluent English to clarify issues and provide concise updates.
• Maintain detailed case documentation capturing symptoms, root cause, actions, and final outcome for learning and quality.
• Monitor daily case queues, dashboards and reports to identify aging cases and escalate as needed.
• Collaborate with cross-functional teams such as finance, logistics and QA to resolve backoffice dependencies.
• Review and validate data entries, order details and configuration information for hi tech products.
• Apply structured problem solving to diagnose complex support situations and propose practical solutions.
• Adhere to security and compliance guidelines for data handling and access control.
• Support continuous improvement by sharing issue patterns and updating knowledge base.
• Engage professionally with customers during day shift with proactive status updates.
• Contribute to safe and innovative hi tech solutions through responsible interactions.
• Demonstrate accountability for performance metrics and documentation quality.

Skills

English communication

Hi-tech domain

Backoffice operations

Office collaboration

Problem solving

Customer orientation

Tools

Office productivity tools

Support platforms

Job description

Job Summary

This role focuses on delivering responsive and high quality backoffice helpdesk support for hi tech customers in a day shift work from office model. The talent will manage complex customer service requests and internal coordination using clear English communication to resolve issues efficiently. The role contributes to a reliable support environment that improves customer satisfaction and strengthens the company reputation in the global hi tech market.

Responsibilities

• Handle backoffice helpdesk requests by analyzing incoming tickets and service queries from hi tech customers and internal stakeholders and ensure accurate categorization and timely resolution in line with company service standards.
• Coordinate with product engineering and operations teams to gather required technical and process information for each case and translate findings into clear and actionable responses that build confidence for hi tech customers.
• Communicate with customers and internal partners using fluent English spoken and written to clarify issues ask relevant questions and provide concise updates that reduce misunderstandings and speed up resolution.
• Maintain detailed case documentation in the support tools by capturing symptoms root cause actions taken and final outcome so that the organization can learn from each interaction and improve service quality over time.
• Monitor daily case queues dashboards and reports to identify aging cases recurring issues and potential service risks and promptly elevate matters that require specialized attention to keep service performance within agreed levels.
• Collaborate with cross functional teams such as finance logistics and quality assurance to resolve backoffice dependencies and ensure that each customer request is completed without delays caused by internal process gaps.
• Review and validate data entries order details and configuration information related to hi tech products to prevent downstream errors and rework thereby improving operational efficiency and satisfaction for all parties.
• Apply structured problem solving techniques to diagnose complex support situations in the hi tech domain and recommend practical workarounds or permanent solutions that reduce future incidents and enhance product usability.
• Adhere to security and compliance guidelines relevant to hi tech environments by following defined protocols for data handling system access and communication to protect company and customer information.
• Support continuous improvement initiatives by sharing recurring issue patterns suggesting knowledge base updates and participating in process refinement activities that help the backoffice helpdesk deliver more reliable outcomes.
• Engage professionally with customers during day shift hours by managing expectations setting realistic timelines and providing proactive status updates so that customers experience consistent and dependable support.
• Contribute to the company purpose of enabling safe and innovative hi tech solutions by ensuring that every support interaction is handled responsibly thereby helping society benefit from stable and trustworthy technology services.
• Demonstrate accountability for personal performance metrics such as resolution time quality of documentation and customer feedback and use these insights to improve daily work routines and overall service impact.

Qualifications

• Bring strong spoken and written English communication skills with the ability to explain complex hi tech concepts in simple and respectful language to diverse global stakeholders.
• Possess solid experience in hi tech industry environments including familiarity with typical product lifecycles common support scenarios and customer expectations in this domain.
• Display practical knowledge of backoffice helpdesk operations such as ticket management queue handling escalation processes and collaboration with cross functional teams in an office based setting.
• Show comfort working full time from office in a structured day shift with the discipline to follow schedules adhere to service commitments and coordinate smoothly with colleagues onsite.
• Demonstrate proficiency using standard office productivity tools and support platforms while quickly learning new applications required for backoffice operations in the hi tech segment.
• Exhibit a customer oriented mindset with proven ability to handle challenging situations calmly build trust through clear English communication and focus on long term relationship value.