**Job Summary** The SPE-CX-Multi Channel Helpdesk role is pivotal in ensuring seamless customer interactions across various platforms. With a focus on the Hi-Tech domain the candidate will leverage their English communication skills to resolve queries efficiently. This hybrid role requires a proactive approach to enhance customer satisfaction and contribute to the companys reputation in the tech industry. **Responsibilities** + Provide exceptional customer service across multiple channels ensuring prompt and accurate resolution of inquiries. + Utilize strong English communication skills to effectively interact with customers and understand their needs. + Collaborate with team members to identify and implement process improvements that enhance customer experience. + Maintain up-to-date knowledge of company products and services to offer informed assistance to customers. + Analyze customer feedback to identify trends and suggest actionable insights for service enhancement. + Ensure all customer interactions are documented accurately in the system for future reference. + Work closely with technical teams to escalate and resolve complex issues in a timely manner. + Monitor helpdesk performance metrics and report on key performance indicators to management. + Develop and deliver training sessions for new team members to ensure consistent service quality. + Participate in regular team meetings to discuss challenges and share best practices. + Adapt to changing customer needs and technology advancements to provide relevant support. + Contribute to the development of helpdesk policies and procedures to streamline operations. + Engage in continuous learning to stay updated with industry trends and enhance personal skills. **Qualifications** + Possess a minimum of 3 years of experience in a customer service role within the Hi-Tech domain. + Demonstrate proficiency in English communication both verbal and written. + Exhibit strong problem-solving skills and the ability to work independently. + Show experience in using helpdesk software and CRM systems. + Display a customer-centric mindset with a focus on delivering high-quality service. + Have a proven track record of meeting or exceeding performance targets. + Be adaptable to a hybrid work model and comfortable with day shifts. Cognizant is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.