Job Summary

This role focuses on delivering responsive backoffice helpdesk support within a high tech environment ensuring effective resolution of issues for internal and external stakeholders. The specialist will use strong spoken English communication and analytical skills to manage tickets support cross functional teams and uphold service quality. The position is work from office with rotational shifts and enables meaningful impact on customer satisfaction and operational excellence.

Responsibilities

• Handle backoffice helpdesk tickets with accuracy and empathy ensuring timely resolution of issues that directly improve service reliability and overall customer satisfaction.
• Provide clear spoken English communication during interactions with internal teams and external stakeholders promoting transparency and trust in every support engagement.
• Maintain detailed documentation of incidents requests and resolutions in the ticketing system supporting data driven improvements and audit ready operational records.




• Coordinate with high tech product and engineering teams to clarify complex issues enabling faster root cause analysis and reduced downtime for critical services.
• Monitor queues and prioritize tasks based on impact and urgency helping the organization maintain stable operations and meet agreed service commitments.
• Collaborate with cross functional colleagues in finance operations and customer service to resolve multi dimensional problems that affect customer experience and business continuity.
• Apply analytical thinking to identify recurring problems in high tech processes contributing insights that guide preventive actions and long term optimization efforts.
• Follow established standard operating procedures and compliance guidelines reinforcing consistent and secure handling of data and sensitive information.
• Escalate high impact incidents to appropriate levels with structured summaries and clear spoken explanations ensuring rapid response and i

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