Customer Service Team Manager

Cognizant; Región Centro; Híbrido; MXN 201.000 - 335.000; Jornada completa

Descripción de la vacante

Cognizant in Mexico is seeking a Backoffice Helpdesk Specialist to support a global function in a high-tech environment. The role requires clear English communication, handling complex inquiries, and contributing to improved helpdesk workflows in a hybrid work model.

You will log, track, and resolve tickets end-to-end, document case histories, and collaborate with cross-functional teams to ensure timely and accurate responses while maintaining high standards of data protection.

Formación

• Professional level English speaking and comprehension for global stakeholders.
• Experience in high tech domain with products and platforms.
• Strong analytical and problem-solving abilities to identify root causes.
• Structured time management to handle multiple requests and meet commitments.
• Experience working in a hybrid environment using digital collaboration tools.
• Attention to detail in documentation and data entry for case records.
• Customer-oriented thinking with empathy for service interruptions.

Responsabilidades

• Manage end-to-end backoffice helpdesk by logging and tracking inquiries.
• Analyze complex requests and provide clear English responses.
• Coordinate with cross-functional teams with well-documented case information.
• Maintain high-quality documentation in helpdesk tools.
• Explain outcomes in simple English to customers and colleagues.
• Identify recurring issues and propose improvements to workflows.
• Support knowledge base with standard responses and guides.
• Monitor performance metrics and adjust work practices to meet SLAs.
• Assist onboarding of new team members with best practices.
• Ensure compliance with data protection and company policies.
• Provide regular status updates to requestors in English.
• Participate in continuous improvement initiatives.
• Contribute to helping customers and partners use advanced tech solutions.

Conocimientos

Professional English

High Tech Domain Knowledge

Analytical Problem Solving

Time Management

Hybrid Work Experience

Documentation & Data Entry

Customer Empathy

Descripción del empleo

Job Summary

This role supports a global backoffice helpdesk function within a high tech environment ensuring efficient resolution of customer and internal stakeholder inquiries through clear English communication in a hybrid work model. The specialist handles complex service requests during day shifts optimizes support workflows and contributes to continuous improvement of helpdesk processes and knowledge assets enabling better technology adoption and reliable customer experiences.

Responsibilities

• Manage end to end backoffice helpdesk activities by logging categorizing and tracking incoming inquiries from customers and internal teams in the high tech domain ensuring timely and accurate resolution aligned with service expectations.
• Handle complex support requests by carefully analyzing case details and applying deep understanding of high tech products and services providing clear responses in English that reduce repeat contacts and improve satisfaction.
• Coordinate with cross functional support teams by sharing well documented case information and follow up updates enabling smooth collaboration and faster resolution of technical and process related issues.
• Maintain high quality documentation in helpdesk tools by updating case histories resolution notes and status changes creating reliable reference records that support audit needs and future troubleshooting.
• Resolve operational process queries by interpreting policies procedures and work instructions then explaining outcomes in simple English that are easy for customers and colleagues to understand.
• Identify recurring issues and process gaps by analyzing ticket trends and feedback proposing practical improvements that streamline backoffice workflows and reduce handling time.
• Support knowledge base development by drafting and refining standard responses how to guides and troubleshooting steps tailored to high tech products helping the wider support organization respond more consistently.
• Monitor individual and team performance metrics by reviewing handling time resolution rate and quality scores then adjusting personal work practices to meet agreed service levels for day shift operations.
• Assist with onboarding of new team members by sharing best practices in case handling documentation and English communication promoting a consistent helpdesk approach that strengthens overall service delivery.
• Ensure compliance with company policies and customer data protection requirements by following defined procedures for information handling thereby safeguarding trust and regulatory alignment.
• Communicate proactively with requestors by providing regular status updates in English managing expectations and reducing uncertainty until final resolution and confirmation.
• Contribute to continuous improvement initiatives by participating in feedback discussions and pilot changes validating that new processes work effectively for hybrid backoffice teams in the high tech setting.
• Support the broader company purpose by helping customers and partners use advanced technology solutions more effectively creating smoother digital experiences that positively influence society.

Qualifications

• Possess professional level English speaking and comprehension skills that enable clear dialogue with global stakeholders accurate explanation of complex topics and confident handling of sensitive service situations.
• Demonstrate solid experience within the high tech domain applying practical knowledge of industry products platforms and terminology to interpret requests correctly and provide relevant guidance.
• Exhibit strong analytical and problem solving ability to review case information identify root causes and propose realistic solutions that align with operational constraints and customer priorities.
• Apply structured time management and task prioritization techniques to handle multiple concurrent helpdesk requests while consistently meeting day shift service commitments.
• Show proven capability working in a hybrid environment by using digital collaboration tools remote communication practices and organized self management to remain productive across different work locations.
• Display meticulous attention to detail in documentation and data entry activities ensuring that case records ticket fields and status updates remain accurate and useful for future reference.
• Demonstrate customer oriented thinking and empathy by understanding the impact of service interruptions on business operations shaping responses that are respectful supportive and solution focused.

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.