Job Summary

This role focuses on delivering responsive and high quality backoffice helpdesk support for hi tech customers in a day shift work from office model. The talent will manage complex customer service requests and internal coordination using clear English communication to resolve issues efficiently. The role contributes to a reliable support environment that improves customer satisfaction and strengthens the company reputation in the global hi tech market.

Responsibilities

• Handle backoffice helpdesk requests by analyzing incoming tickets and service queries from hi tech customers and internal stakeholders and ensure accurate categorization and timely resolution in line with company service standards.
• Coordinate with product engineering and operations teams to gather required technical and process information for each case and translate findings into transparent and actionable responses that build confidence for hi tech customers.




• Communicate with customers and internal partners using fluent English spoken and written to clarify issues ask relevant questions and provide concise updates that reduce misunderstandings and speed up resolution.
• Maintain detailed case documentation in the support tools by capturing symptoms root cause actions taken and final outcome so that the organization can learn from each interaction and improve service quality over time.
• Monitor daily case queues dashboards and reports to identify aging cases recurring issues and potential service risks and promptly escalate matters that require specialized attention to keep service performance within agreed levels.
• Collaborate with cross functional teams such as finance logistics and quality assurance to resolve backoffice dependencies and ensure that each customer request is completed without delays caused by internal process gaps.
• Review and validate data entries order details and configuration information related to hi tech products to prevent downstream errors and rework there

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