**Job Summary** Join our dynamic team as a Multi Channel Helpdesk Specialist where you will leverage your expertise in MS Excel and English communication to enhance customer experiences. With a focus on online and digital marketing you will play a pivotal role in supporting our hybrid work model during night shifts. Your contributions will drive the companys success in delivering exceptional service. **Responsibilities** + Manage multi-channel helpdesk operations to ensure seamless customer support across various platforms. + Utilize MS Excel to analyze data and generate insightful reports that aid in decision-making processes. + Communicate effectively in English to address customer inquiries and resolve issues promptly. + Collaborate with team members to develop strategies that enhance customer satisfaction and service delivery. + Implement best practices in online and digital marketing to optimize helpdesk performance. + Monitor and evaluate helpdesk metrics to identify areas for improvement and implement corrective actions. + Provide training and guidance to junior team members to foster a culture of continuous learning and development. + Coordinate with cross-functional teams to ensure alignment of helpdesk operations with overall business objectives. + Adapt to the hybrid work model balancing remote and in-office tasks efficiently. + Ensure compliance with company policies and procedures while delivering exceptional service. + Stay updated with industry trends and technologies to enhance helpdesk capabilities. + Contribute to the development of innovative solutions that improve customer engagement and satisfaction. + Support night shift operations ensuring availability and responsiveness during peak hours. **Qualifications** + Demonstrate proficiency in MS Excel for data analysis and reporting. + Exhibit strong English communication skills for effective customer interaction. + Possess knowledge of online and digital marketing strategies to enhance helpdesk operations. + Show adaptability to hybrid work environments and night shift schedules. + Display problem-solving skills to address customer issues efficiently. + Have a proactive approach to learning and applying new technologies. + Maintain a customer-centric mindset to drive service excellence. 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.