Multi Channel Helpdesk Job at Cognizant | Customer Support

Job Summary

This role supports a multi channel helpdesk within a customer experience focused team in a global organization, handling queries and operational tasks across email, chat, and ticketing tools. The professional uses MS Excel to track performance, prepare reports, and maintain data accuracy while collaborating with marketing and operations teams. The position is based in office with rotational shifts and no travel required, offering exposure to digital campaigns and social media initiatives.

Responsibilities

• Handle incoming customer and internal stakeholder queries across multiple channels such as email, chat, and ticketing tools to provide timely and accurate assistance in line with quality standards.
• Document every interaction in the helpdesk system with clear, concise, and complete information to support accurate tracking and future reference.
• Use MS Excel to maintain structured logs, dashboards, and trackers that capture request volumes, response times, and resolution outcomes for the helpdesk function.
• Prepare routine and ad hoc Excel based reports that summarize helpdesk metrics and highlight trends, issues, and opportunities for operational improvement.
• Collaborate with cross functional teams in marketing, operations, and technology to route complex requests and ensure that each query is resolved within agreed timelines.
• Follow standard operating procedures, knowledge articles, and escalation paths to ensure consistent handling of issues and to minimize errors in service delivery.
• Analyze recurring issues using data from Excel trackers to identify root causes and propose practical actions that enhance overall customer experience.
• Assist in executing basic tasks related to search campaigns and social media initiatives, such as tracking campaign requests, logging approvals, and monitoring status updates through structured sheets.
• Support the implementation of process improvements by testing new templates, updating trackers, and documenting changes so that the helpdesk team can adapt quickly.
• Communicate clearly and empathetically with customers and colleagues to manage expectations, provide status updates, and ensure that every interaction reinforces trust in the organization.
• Maintain high levels of accuracy in data entry, validation, and report preparation so that business decisions based on helpdesk data remain reliable and transparent.
• Adhere to rotational shift schedules and in office attendance requirements while managing workload to ensure seamless handovers and continuous coverage across the team.
• Participate in training sessions, feedback discussions, and knowledge sharing forums to continuously build capability in MS Excel, customer support, and digital campaign fundamentals.

Qualifications

• Demonstrate working knowledge of MS Excel, including use of formulas, filters, sorting, pivot tables, and basic charts to organize, analyze, and present operational data effectively.
• Show familiarity with concepts of search engine optimization, search engine marketing, and campaign performance indicators so that helpdesk support aligns with digital marketing objectives.
• Exhibit awareness of social media marketing workflows, such as content scheduling, response handling, and basic campaign tracking, even if exposure is at a foundational level.
• Display strong written and verbal communication skills that enable clear documentation, responsive email handling, and professional engagement with diverse stakeholders.
• Apply problem solving skills, attention to detail, and structured thinking to interpret requests, identify gaps, and propose practical resolutions that support customer satisfaction.
• Adopt a customer centric mindset, resilience, and ethical conduct while working in rotational shifts in an office environment to support continuous operations and team collaboration.

Certifications Required

Preferred certifications include Microsoft Office Specialist Excel Associate and any recognized course in digital marketing or social media marketing.