SPE-CX-Backoffice Helpdesk
KarnatakaFull-time2–4 yrsPosted 1 week ago
Mid-level operations role at Cognizant in Karnataka. Needs 2–4 years.
About the role
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.
What you'll do
- 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
What you need
- SQL
- Reporting
- SOP writing
- Process improvement
- Documentation