Spe-cx-multi Channel Helpdesk

2 weeks ago

Bengaluru Karnataka, India Cognizant Full time

**Job Summary**

Join our dynamic team as a Multi Channel Helpdesk Specialist where you will leverage your expertise in delivery management within the Hi-Tech and Devices domain. With a hybrid work model and day shifts you will play a crucial role in enhancing customer experience and ensuring seamless operations. Your contributions will directly impact our companys success and societal advancement.

**Responsibilities**
- Provide exceptional support across multiple channels to ensure customer satisfaction and efficient issue resolution.
- Oversee the delivery management process ensuring timely and accurate service delivery to clients.
- Collaborate with cross-functional teams to enhance service quality and operational efficiency.
- Utilize technical expertise to troubleshoot and resolve complex issues within the Hi-Tech and Devices domain.
- Implement best practices in service management to optimize helpdesk operations.
- Analyze customer feedback to identify areas for improvement and drive continuous enhancement.
- Develop and maintain comprehensive documentation for helpdesk processes and procedures.
- Coordinate with stakeholders to align helpdesk services with business objectives and customer needs.
- Monitor helpdesk performance metrics to ensure adherence to service level agreements.
- Facilitate training sessions for team members to enhance their technical and customer service skills.
- Engage in proactive communication with clients to manage expectations and build strong relationships.
- Support the integration of new technologies to improve helpdesk capabilities and customer experience.
- Contribute to the development of innovative solutions to address emerging customer needs.

**Qualifications**
- Possess a strong background in delivery management with a focus on Hi-Tech and Devices.
- Demonstrate excellent problem-solving skills and the ability to work under pressure.
- Exhibit strong communication and interpersonal skills to effectively interact with clients and team members.
- Have a keen attention to detail and a commitment to delivering high-quality service.
- Show proficiency in using helpdesk software and tools to manage customer inquiries.
- Display a proactive approach to identifying and addressing potential issues before they escalate.
- Maintain a customer-centric mindset prioritizing the needs and satisfaction of clients.

**Certifications Required**

ITIL Foundation Certification or equivalent in service management.

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