Global Backoffice Helpdesk Lead (Hybrid)

Cognizant; Guadalajara; Híbrido; MXN 201.000 - 290.000; Jornada completa

Descripción de la vacante

Cognizant is seeking a Backoffice Helpdesk Specialist to support a global backoffice function in a high tech environment, delivering clear English communication and ensuring efficient resolution of inquiries in a hybrid work model.

The role focuses on handling complex service requests, improving workflows, and contributing to knowledge assets to enable better technology adoption and reliable customer experiences.

Formación

• Professional level English speaking and comprehension to communicate with global stakeholders.
• Ability to interpret requests in a high tech context and provide guidance.
• Strong analytical and problem solving to identify root causes.
• Structured time management to handle multiple inquiries in a day.
• Experience working in a hybrid environment with digital collaboration tools.
• Attention to detail in documentation and data entry.
• Customer-focused mindset to minimize interruptions and reassure requestors.

Responsabilidades

• Log, categorize and track inquiries from customers and internal teams.
• Provide clear English responses to complex support requests.
• Coordinate with cross-functional teams to resolve technical issues.
• Maintain up-to-date documentation in helpdesk tools and knowledge base.
• Explain outcomes in simple English for customers and colleagues.
• Identify recurring issues and propose workflow improvements.
• Draft and refine standard responses, how-to guides, and troubleshooting steps.
• Monitor performance metrics and adjust practices to meet service levels.
• Assist onboarding of new team members with best practices for case handling.
• Ensure compliance with data protection requirements and company policies.
• Provide regular status updates to requestors to manage expectations.
• Participate in continuous improvement initiatives for hybrid backoffice teams.

Conocimientos

English proficiency

Hybrid work experience

Analytical skills

Time management

Descripción del empleo

Cognizant is seeking a Backoffice Helpdesk Specialist to support a global backoffice function in a high tech environment, delivering clear English communication and ensuring efficient resolution of inquiries in a hybrid work model.

The role focuses on handling complex service requests, improving workflows, and contributing to knowledge assets to enable better technology adoption and reliable customer experiences.