**Job Summary** Join our dynamic team as a Multi Channel Helpdesk Specialist where you will play a crucial role in providing exceptional customer support across various channels. With a focus on utilizing your MS Excel skills you will assist in managing search campaigns and email marketing initiatives. This role offers a rotational shift schedule and requires working from our office ensuring a collaborative environment. **Responsibilities** + Provide outstanding customer support through multiple communication channels ensuring timely and effective resolution of inquiries and issues. + Utilize MS Excel to analyze and report on customer interactions identifying trends and areas for improvement. + Assist in the management of search campaigns leveraging your knowledge of SEO and SEM to optimize performance. + Support email marketing efforts by coordinating with the marketing team to execute campaigns and track results. + Collaborate with cross-functional teams to enhance the customer experience and streamline support processes. + Maintain accurate records of customer interactions and transactions ensuring data integrity and confidentiality. + Participate in training sessions and workshops to stay updated on industry trends and best practices. + Contribute to the development of helpdesk policies and procedures to improve service delivery. + Monitor and evaluate customer feedback to identify opportunities for service enhancement. + Work closely with team members to share insights and strategies for improving customer satisfaction. + Ensure compliance with company policies and regulatory requirements in all customer interactions. + Provide input on system improvements and enhancements to better serve our customers. + Engage in continuous learning to expand your knowledge of our products and services. Qualifications + Possess strong proficiency in MS Excel for data analysis and reporting. + Have a basic understanding of search campaign management including SEO and SEM principles. + Demonstrate familiarity with email marketing techniques and tools. + Exhibit excellent communication and interpersonal skills. + Show a willingness to work in a rotational shift schedule. + Display a proactive approach to problem-solving and customer service. + Be adaptable to a fast-paced and dynamic work environment. **Certifications Required** + Microsoft Office Specialist: Excel Google Ads Certification 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.