Global Helpdesk Team Lead - Hybrid Tech Support

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

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.