Hybrid Tech Helpdesk Specialist — Multi-Channel Support

Cognizant

Quezon City

Hybrid

PHP 357,000 - 580,000

Full time

3 days ago

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Job summary

Cognizant in the Philippines is seeking a hybrid multi-channel helpdesk specialist to support customers of a high tech multinational company through voice and digital channels during day shifts. The candidate will diagnose issues and ensure accurate resolution while maintaining high satisfaction, contributing to reliable support experiences for global users.

You will handle queries across phone, chat, email and ticketing in English, provide empathetic guidance, and document each interaction with

Qualifications

Fluent English in spoken and written form with ability to explain technical information clearly.
Experience in supporting high tech products or services with familiarity in common software/hardware or cloud-based solutions.
Strong problem-solving skills to analyze symptoms, isolate root causes and propose pragmatic resolutions.
Proficient in using standard support platforms including ticketing systems, knowledge bases and collaboration tools.

Responsibilities

Handle queries across phone, chat, email and ticketing in English with timely, accurate responses.
Provide empathetic, solution-oriented assistance to troubleshoot product usage questions and account concerns to reduce repeat contacts.
Manage daily case queues and prioritize requests by urgency and business impact in a hybrid work environment.
Coordinate with product, engineering and operations to translate complex technical information into simple customer guidance.
Document interactions with precise case notes, resolution steps and follow-ups for knowledge transfer.
Stay up-to-date with product features, releases and known issues via knowledge bases, trainings and announcements.
Use diagnostic tools to identify patterns, share insights with supervisors to improve processes and reduce customer friction.
Suggest updates to FAQs, scripts and workflows based on daily interaction trends.
Adhere to data privacy policies and compliance when handling customer information and system access.
Monitor performance metrics to refine work habits and improve service quality within day shifts.
Collaborate with peers during hybrid schedules to align on best practices and ensure consistent experiences.
Escalate complex or high-impact cases with clear summaries so advanced teams can act quickly while keeping customers informed.
Contribute to the company purpose by enabling reliable access to high-tech solutions for customers.