SPE-CX-Multi Channel Helpdesk

Cognizant; Quezon City; Hybrid; PHP 357,000 - 580,000; Full time

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.

Skills

Fluent English

Tech product support

Problem solving

Tools

Ticketing systems

Knowledge bases

Collaboration tools

Job description

Job Summary

This hybrid role for a multi channel helpdesk specialist supports customers of a high tech multinational company through voice and digital channels during day shifts. The candidate will respond to complex product and service queries in English diagnose issues and ensure accurate resolution while maintaining high satisfaction. The role contributes to reliable support experiences that strengthen trust in advanced technology solutions for global users.

Responsibilities

• Handle incoming customer queries from multiple channels such as phone chat email and ticketing systems in English ensuring timely and accurate responses that align with the company service standards
• Provide clear empathetic and solution oriented assistance to high tech customers troubleshooting product usage issues configuration questions and account concerns to reduce repeat contacts
• Manage daily case queues by prioritizing requests based on urgency and business impact ensuring that service levels are consistently met in the hybrid work environment
• Coordinate with internal product engineering and operations teams to clarify complex technical information and translate it into simple customer friendly guidance that increases first contact resolution
• Document each interaction with precise case notes resolution steps and follow up actions enabling transparent collaboration and reliable knowledge transfer across helpdesk teams
• Maintain up to date familiarity with high tech product features releases and known issues by actively engaging with knowledge bases trainings and announcements to provide accurate information
• Use available diagnostic tools and knowledge articles to identify patterns and recurring issues sharing insights with supervisors and support teams to improve processes and reduce customer friction
• Support continuous enhancement of helpdesk content by suggesting new FAQs updates to scripts and refinements to workflows based on daily interaction trends in the multi channel environment
• Adhere to data privacy policies and compliance requirements by carefully handling customer information and system access to protect company assets and build customer confidence
• Monitor personal performance metrics such as response time resolution time and customer satisfaction scores using them to refine work habits and improve service quality within day shifts
• Collaborate with peers during hybrid work schedules through virtual meetings and shared platforms to align on best practices and ensure consistent experiences across all support channels
• Escalate complex or high impact cases using defined paths and clear summaries so advanced support teams can act quickly and effectively while keeping customers informed of progress
• Contribute to the company purpose by enabling reliable access to high tech solutions so customers can innovate operate efficiently and realize tangible benefits from advanced technology in everyday work

Qualifications

• Demonstrate fluent spoken and written English with the ability to explain technical information in simple terms and adapt communication style to diverse global customers
• Bring practical experience in supporting high tech products or services with familiarity in common software hardware or cloud based solutions used in modern digital workplaces
• Exhibit strong problem solving skills with the capacity to analyze symptoms isolate root causes and propose pragmatic resolutions within defined helpdesk processes and tools
• Show proficiency in using standard support platforms including ticketing systems online knowledge bases and collaboration tools to manage multi channel interactions efficiently
• Apply structured work habits suited to a hybrid model by managing time coordinating remote communication and maintaining consistent responsiveness during day shift schedules
• Display resilience and customer focus when handling demanding situations including service disruptions or complex technical questions while maintaining professionalism and calm
• Demonstrate openness to continuous learning by absorbing product updates process changes and feedback and by using new knowledge to refine the quality of every customer interaction