Customer Support Quality Analyst

Cognizant; Región Centro; Presencial; MXN 180.000 - 300.000; Jornada completa

Descripción de la vacante

Cognizant in Mexico is seeking a Customer Experience Helpdesk Specialist to provide expert support across voice, email, and chat channels from an office-based day shift. You will ensure timely resolution of complex inquiries and maintain high satisfaction for global customers.

The role emphasizes clear English communication, strong product knowledge, and collaboration with engineering and operations to improve service reliability and processes.

Formación

• Strong spoken and written English for diverse audiences.
• At least three years in high tech customer support or helpdesk.
• Ability to explain complex technical concepts clearly.
• Experience with multi-channel support and ticketing systems.

Responsabilidades

• Manage multi-channel helpdesk interactions to deliver high quality customer experiences.
• Resolve complex technical and service related inquiries using product knowledge and clear English.
• Coordinate with internal teams to investigate issues and drive sustainable solutions.
• Monitor helpdesk queues and prioritize requests to meet service targets.
• Document customer interactions with precise case notes and outcomes.
• Analyze feedback to recommend improvements to self-service content and SOPs.
• Collaborate with QA and training to refine scripts and troubleshooting.
• Provide proactive updates to customers on case progress.
• Mentor new helpdesk peers and share domain insights.
• Review performance metrics and suggest actions to optimize them.
• Align operations with broader CX objectives to support loyalty.
• Maintain compliance with security and data privacy policies.

Conocimientos

English proficiency

Customer support experience

Multichannel support

Communication skills

Analytical thinking

Empathy

Herramientas

Helpdesk software

Ticketing systems

Descripción del empleo

Job Summary

This role focuses on providing expert customer experience support through a multi channel helpdesk in a high tech environment ensuring timely resolution of complex inquiries and seamless service interactions. The specialist will use strong English communication skills to handle office based day shift operations optimize support processes and enhance satisfaction for global business customers.

Job Summary

This role focuses on providing expert customer experience support through a multi channel helpdesk in a high tech environment ensuring timely resolution of complex inquiries and seamless service interactions. The specialist will use strong English communication skills to handle office based day shift operations optimize support processes and enhance satisfaction for global business customers.

Responsibilities

• Manage multi channel helpdesk interactions including voice email chat and ticket systems to deliver consistent high quality customer experience for high tech clients in an office based day shift environment
• Resolve complex technical and service related inquiries from customers in the high tech domain by applying product knowledge analytical thinking and clear English communication to achieve fast and accurate case closure
• Coordinate with internal product engineering and operations teams to investigate recurring customer issues and drive sustainable solutions that reduce repeat contacts and improve overall service reliability
• Monitor daily helpdesk queues and prioritize requests according to impact and urgency ensuring that service level targets response time goals and case quality standards are consistently met
• Document each customer interaction with precise case notes action steps and outcomes in the helpdesk platform to enable clear visibility reporting and continuous improvement of support processes
• Analyze patterns in customer feedback and incident types to recommend enhancements in self service content knowledge base articles and standard operating procedures that strengthen the customer journey
• Collaborate with quality assurance and training teams to refine support scripts communication guidelines and troubleshooting flows that elevate clarity accuracy and empathy in English based customer conversations
• Provide proactive updates to customers on case progress expected timelines and next steps helping to manage expectations and build trust in the organizations support capabilities and technical expertise
• Support onboarding and mentoring of new helpdesk peers by sharing domain insights platform best practices and customer handling techniques that raise team proficiency in high tech support scenarios
• Conduct periodic reviews of helpdesk performance metrics such as first contact resolution average handling time and customer satisfaction scores and suggest targeted actions to optimize these indicators
• Coordinate with account management and CX strategy teams to align helpdesk operations with broader customer experience objectives ensuring that daily activities contribute to long term loyalty and brand reputation in the high tech sector
• Maintain compliance with company security policies data privacy standards and regulatory requirements when handling customer information thereby protecting both client assets and organizational integrity
• Adapt communication style and problem solving approach to different customer personas and business contexts while consistently representing the company purpose of enabling reliable technology adoption and positive societal impact through excellent service

Qualifications

• Demonstrate strong proficiency in spoken and written English with the ability to explain complex technical concepts to diverse customer audiences in a clear confident and empathetic manner
• Show proven experience of at least three years in a high tech customer support or helpdesk environment handling multi channel interactions and resolving technical or product related issues independently
• Apply solid understanding of high tech industry products such as software platforms hardware solutions or digital services to accurately interpret customer problems and guide them toward effective resolutions
• Utilize helpdesk or ticketing systems and customer relationship tools with efficiency including case logging status tracking and escalation workflows that keep operations organized and transparent
• Exhibit strong analytical and problem solving skills with the capacity to investigate root causes compare options and recommend practical solutions that improve both customer outcomes and internal processes
• Demonstrate resilience and professionalism in high volume day shift office operations managing time pressure and multiple concurrent cases while maintaining service quality and courteous communication
• Show willingness to continuously learn new high tech offerings and support techniques by engaging in training sessions product updates and knowledge sharing activities that keep expertise current and relevant