Join Cognizant as a Multi Channel Helpdesk Executive – Excel & Customer Support Role (WFO | Rotational Shifts)
Job Opportunity: Multi Channel Helpdesk Executive – Excel & Customer Service Specialist at Cognizant
Introduction
Cognizant, a global leader in IT services and business process transformation, is inviting applications for the role of Multi Channel Helpdesk Executive. This position offers a fantastic opportunity for professionals proficient in MS Excel and customer communication to be part of a collaborative, fast-paced environment that drives customer satisfaction and service delivery excellence.
Operating under a rotational shift and work-from-office model, this role is ideal for candidates seeking a challenging yet rewarding career path in customer support, data reporting, and multi-channel service delivery. If you’re passionate about leveraging technology and analytics to enhance user experience, this position could be your next great career move.
Position Title: Multi Channel Helpdesk Executive
Location: Work From Office (Location details to be discussed during the interview process)
Work Mode: Rotational Shifts
Experience: 2 to 5 years (Preferred)
Certifications: Microsoft Office Specialist: Excel Certification (Required)
About the Role
As a Multi Channel Helpdesk Executive, you will be the bridge between Cognizant’s digital platforms and its diverse customer base. Your responsibilities will span multiple communication channels, including email, chat, and voice support, ensuring prompt and effective resolution of client queries. By utilizing your strong Excel skills, you will provide actionable insights, generate performance reports, and contribute to data-driven decision-making processes.
This role also provides exposure to digital marketing elements such as email campaign support and display advertising insights, adding versatility to your portfolio.
Key Responsibilities
1. Multi-Channel Customer Engagement
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Provide timely, courteous, and effective customer support via multiple communication channels including email, chat, and calls.
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Address customer queries with precision, ensuring satisfaction and accurate resolution.
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Engage with end-users to understand their needs, recommend appropriate solutions, and foster loyalty.
2. Data Analysis and Reporting with MS Excel
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Utilize Microsoft Excel to structure, manage, and interpret customer service data for actionable insights.
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Generate weekly/monthly reports that help monitor helpdesk performance and business metrics.
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Create dashboards, pivot tables, and charts to present insights to stakeholders.
3. Operational Efficiency and Problem-Solving
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Collaborate with internal teams to troubleshoot issues and identify service bottlenecks.
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Recommend process enhancements to improve helpdesk response time and accuracy.
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Track and evaluate key performance indicators (KPIs) to align with Cognizant’s quality standards.
4. Support Digital Campaigns
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Assist in the backend setup of email marketing campaigns by offering technical support and issue resolution.
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Provide basic insights and operational support for display advertising initiatives.
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Ensure technical consistency across campaigns and troubleshoot rendering or delivery issues.
5. Compliance and Documentation
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Adhere strictly to organizational policies, procedures, and compliance requirements in all helpdesk activities.
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Maintain accurate logs of customer interactions, escalations, resolutions, and follow-ups.
6. Training and Continuous Learning
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Attend regular training sessions to stay updated on product changes, industry trends, and new technologies.
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Share acquired knowledge with team members, contributing to collective team growth.
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Foster an environment of continuous improvement by actively suggesting innovative solutions to common challenges.
Desired Candidate Profile
To thrive in this role, you should be a tech-savvy professional with a strong inclination toward customer service excellence and data-driven analysis. Ideal candidates will demonstrate:
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Excel Expertise: Advanced proficiency in Microsoft Excel including formulas, functions, data visualization, pivot tables, and report generation.
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Communication Skills: Strong verbal and written English communication, with the ability to explain technical concepts in a simple and relatable manner.
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Analytical Thinking: Capacity to identify patterns, trends, and insights from large data sets.
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Adaptability: Comfort with rotational shifts, multitasking, and changing work priorities.
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Collaboration: A team-oriented mindset with the ability to support colleagues and contribute to team objectives.
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Customer-Centric Attitude: Empathy, patience, and a commitment to improving customer experiences.
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Proactive Learning: Willingness to learn new tools, adapt to technology upgrades, and evolve with industry trends.
Preferred Qualifications & Certifications
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A bachelor’s degree in Computer Science, IT, Business Administration, or a closely related field is required.
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Microsoft Office Specialist (MOS): Excel Certification is mandatory.
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Any experience or exposure in digital marketing, email automation, or display advertising tools is considered an advantage.
Why Join Cognizant?
🌐 Global Impact
Be part of a company with a workforce of over 300,000 professionals spread across 40+ countries. Cognizant supports some of the largest enterprises in the world and plays a pivotal role in shaping the future of digital customer experiences.
🤝 Inclusive Culture
Cognizant is committed to cultivating a diverse and inclusive workplace. Regardless of your background, gender, identity, or abilities, Cognizant provides equal opportunities and a welcoming environment for growth.
📈 Career Growth
We provide clear career pathways, learning modules, certification support, and cross-functional exposure that will help you grow into roles like Team Lead, Business Analyst, or Digital Operations Manager in the future.
💼 Ethical Responsibility
As part of its sustainability and social responsibility goals, Cognizant emphasizes fairness, environmental responsibility, and ethical operations in all aspects of business.
Application & Interview Process
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Candidates may be required to participate in in-person or virtual interviews depending on the location and availability.
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Be prepared to present a government-issued ID during the interview process for verification.
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Selected candidates must be ready to work from office and accommodate rotational work shifts.
If you need accommodation due to a disability to apply or attend interviews, please reach out to: CareersNA2@cognizant.com with your request and contact details.
Equal Opportunity Employer
Cognizant is committed to providing equal employment opportunities for all individuals, fostering a workplace free from discrimination. We do not discriminate on the basis of race, gender, age, religion, disability, or any other protected status. We celebrate diversity and ensure a respectful, safe, and inclusive workplace for all.
About Cognizant
Headquartered in the United States, Cognizant is one of the world’s leading professional services firms, dedicated to helping businesses modernize their technology platforms and business models. Cognizant, a NASDAQ-100 company and one of Forbes’ World’s Best Employers for 2024, consistently excels in driving digital transformation across industries.
Visit us at: www.cognizant.com
Conclusion
If you are passionate about customer support, love working with data in Excel, and want to make a meaningful impact in a digital enterprise environment, the Multi Channel Helpdesk role at Cognizant offers the perfect platform. Apply today to join a global leader where innovation meets purpose, and where your talent can truly shine.
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