Hybrid Tech Helpdesk Specialist - Multi-Channel

Cognizant; Muntinlupa; Hybrid; PHP 300,000 - 420,000; Full time

Job summary

Cognizant in the Philippines offers a hybrid helpdesk role supporting customers across voice and digital channels. You will address complex product queries in English, diagnose issues, and ensure accurate resolutions while maintaining high satisfaction for global users.

The role emphasizes collaborative problem solving, clear communication, and adherence to data privacy in day-to-day operations.

Qualifications

• Fluent spoken and written English with ability to explain technical information simply.
• Experience supporting high tech products or services in modern digital workplaces.
• Strong problem solving: analyze symptoms, isolate root causes, propose resolutions.
• Proficient with ticketing systems, knowledge bases, and collaboration tools.

Responsibilities

• Handle customer queries across channels (phone, chat, email, ticketing) in English, ensuring timely responses.
• Provide empathetic, solution-oriented assistance to troubleshoot product usage and account concerns.
• Prioritize daily case queues by urgency and impact to meet service levels in a hybrid environment.
• Translate complex technical information into customer-friendly guidance to improve first contact resolution.
• Document interactions with precise notes and follow-ups for knowledge sharing.

Skills

Fluent English

Customer empathy

Problem solving

Multi-channel support

Hybrid work adaptiveness

Communication clarity

Tools

Ticketing systems

Knowledge bases

Collaboration platforms

Job description

Cognizant in the Philippines offers a hybrid helpdesk role supporting customers across voice and digital channels. You will address complex product queries in English, diagnose issues, and ensure accurate resolutions while maintaining high satisfaction for global users.

The role emphasizes collaborative problem solving, clear communication, and adherence to data privacy in day-to-day operations.