We’re hiring!
At Cognizant we have an ideal opportunity for you to be part of one of the largest companies in the digital sector worldwide. A Great Place To Work where we look for people who contribute new ideas, experiencing a dynamic and growing environment. At Cognizant we promote an inclusive culture, where we value different perspectives providing career growth and development opportunities. #WelcomeToCognizant!
We have an exciting opportunity for an exceptional individual to work supporting one of our client as Junior Data Analyst
Job Summary
Serve as a subject matter expert in customer experience Junior Data Analyst operations for high tech clients delivering timely and accurate support through fluent English communication in a work form Office model. Handle day shift case management knowledge documentation and process optimization to enhance service quality reduce case resolution time and strengthen long term customer relationships.
Responsibilities
- Manage backoffice helpdesk queues for high tech clients by triaging prioritizing and resolving tickets within agreed timelines while maintaining high accuracy and professionalism in every interaction.
- Provide clear English communication through written and spoken channels to explain technical or process related information in a way that is easily understood by global customers and internal partners.
- Analyze recurring issues in backoffice support cases to identify root causes propose practical improvements and help reduce repeat contacts and operational effort over time.
- Maintain detailed and structured case documentation in the helpdesk tools so that all stakeholders can understand the issue history actions taken and next steps without ambiguity.
- Collaborate with cross functional technical and operations teams in the high tech domain to gather required information coordinate resolutions and ensure consistent customer experience across touchpoints.
- Follow defined standard operating procedures for the backoffice helpdesk while suggesting refinements that improve efficiency data quality and compliance with organizational policies.
- Monitor key performance indicators such as response time resolution time and first contact resolution rate to ensure that daily work contributes to service level targets and customer satisfaction goals.
- Use knowledge management resources to research solutions update articles based on new findings and help build a richer knowledge base that benefits the entire support organization.
- Handle complex or sensitive customer situations with empathy and neutrality while keeping focus on factual details regulatory requirements and business objectives.
- Participate in calibration review and feedback sessions to continuously improve communication skills process adherence and understanding of high tech products and services.
- Support continuous improvement initiatives by sharing data backed insights from backoffice cases that can drive product enhancements policy changes or automation opportunities.
- Ensure data privacy and information security guidelines are followed in every task by carefully handling customer data and system credentials in all helpdesk activities.
- Contribute to the company purpose by enabling reliable support for high tech solutions that help customers adopt innovation with confidence and minimal disruption.
Qualifications
- Demonstrate fluent spoken and written English communication skills that enable effective collaboration with global customers and internal stakeholders in a professional support environment.
- Show proven experience of at least two years in high tech or related domains where backoffice or helpdesk responsibilities required careful analysis and precise documentation.
- Exhibit strong familiarity with high tech products or services such as software platforms hardware components or digital solutions and be able to interpret technical information for non technical audiences.
- Apply practical knowledge of ticketing or case management tools to log issues update status and track progress while maintaining clean and consistent records.
- Display solid problem solving and analytical abilities that support structured investigation of customer issues and selection of appropriate solutions or workarounds.
- Demonstrate adaptability to hybrid work arrangements and comfort with collaborating through virtual tools while still delivering consistent quality during day shift hours.
- Show customer centric mindset by balancing operational efficiency with thoughtful communication that builds trust supports inclusion and reflects the company values.