Job Summary

This role involves providing exceptional back-office helpdesk support in a rotational shift setting ensuring seamless operations for Hi-Tech clients. The candidate will leverage their English communication skills to address queries efficiently contributing to the companys commitment to excellence.

Responsibilities

- Provide comprehensive back-office support to address client inquiries and resolve issues effectively in a Hi-Tech domain environment.
- Utilize excellent English communication skills to interact with clients and internal teams ensuring clarity and professionalism in all exchanges.
- Monitor and manage helpdesk tickets ensuring timely resolution and adherence to service level agreements.
- Collaborate with cross-functional teams to escalate and resolve complex issues ensuring client satisfaction and operational efficiency.
- Maintain accurate documentation of client interactions and resolutions to support continuous improvement and knowledge sharing.
- Analyze recurring issues and provide actionable insights to improve processes and reduce future occurrences.
- Assist in the implementation of new tools and technologies to enhance helpdesk operations and client experience.
- Ensure compliance with company policies and procedures while handling sensitive client information.




- Provide training and guidance to new team members to ensure consistent service delivery standards.
- Participate in regular team meetings to share updates challenges and best practices for continuous improvement.
- Adapt to rotational shifts to provide consistent support across different time zones ensuring uninterrupted service.
- Contribute to the development of helpdesk strategies that align with organizational goals and client needs.
- Demonstrate a proactive approach in identifying opportunities to enhance client satisfaction and operational excellence.

Qualifications

- - Possess strong English communication skills to effectively interact with clients and teams.
- Have a minimum of 2 years of experience in a back-office helpdesk role within the Hi-Tech domain.
- Exhibit a solid understanding of Hi-Tech industry processes and client expectations.
- Showcase problem-solving abilities to address and resolve client issues efficiently.
- Display adaptability to work in rotational shifts and manage varying workloads effectively.
- Demonstrate proficiency in using helpdesk tools and software for ticket management and resolution tracking.
- Bring a collaborative mindset to work seamlessly with cross-functional teams and contribute to shared goals.
- Show commitment to maintaining high standards of professionalism and confidentiality in client interactions.

📌 SPE-CX-Backoffice Helpdesk (Chennai)
🏢 Cognizant
📍 Chennai