SPE-CX-Backoffice Helpdesk

Location: Bangalore, India

Job Summary
This role supports a customer experience back office helpdesk team in an MNC environment focusing on query resolution ticket management and data handling using PL SQL and mySQL. The specialist collaborates with cross functional teams to maintain high service quality ensure accurate data processing and enable smooth customer operations while working from office in rotational shifts.
Responsibilities
+ Handle incoming back office requests by analyzing tickets and documenting detailed case information to ensure accurate and timely resolution of customer issues
+ Coordinate with customer facing teams to clarify requirements and provide reliable back office support that improves overall customer satisfaction
+ Analyze recurring incidents and trends using structured queries in PL SQL and mySQL to identify root causes and recommend sustainable improvements
+ Develop and execute data retrieval and update scripts in PL SQL and mySQL to support daily operations and reporting needs while protecting data integrity
+ Validate data consistency across multiple systems by performing comparison checks and corrections to minimize customer impacting discrepancies
+ Prepare clear and concise status updates on ticket queues and data issues to keep stakeholders informed and enable informed operational decisions
+ Follow defined standard operating procedures for ticket handling and documentation to maintain compliance with internal and external quality standards
+ Collaborate with technology and operations teams to refine helpdesk workflows that reduce resolution time and improve the reliability of back office processes
+ Communicate effectively in English over calls and written channels to capture user requirements and explain resolutions in a clear and respectful manner
+ Apply basic data quality practices when reviewing customer and transaction records to prevent duplication and ensure accurate reporting for decision makers
+ Monitor helpdesk dashboards during rotational shifts to prioritize critical items and ensure continuous coverage for global users in a work from office setup
+ Participate in periodic audits and quality reviews to identify process gaps and support corrective actions that enhance overall service performance
+ Contribute ideas for automation and continuous improvement in query handling and data processing to support the company mission of delivering reliable and efficient customer experiences
Qualifications
+ Meet the requirement of two to four years of experience in back office operations or helpdesk support with a focus on database driven environments
+ Demonstrate strong proficiency in PL SQL and mySQL including writing queries joins and aggregate functions to support operational data needs
+ Exhibit clear spoken and written English communication skills to interact with internal stakeholders and document technical and process information
+ Show familiarity with concepts of data quality such as completeness accuracy and consistency and apply them in day to day operational tasks
+ Adapt to rotational shift schedules and work from office expectations while maintaining reliability punctuality and a strong focus on service excellence
+ Display an analytical mindset with the ability to interpret data outputs troubleshoot issues and collaborate with teams to achieve measurable outcomes
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.