Global Hybrid Backoffice Helpdesk Lead

Cognizant; Región Centro; Híbrido; MXN 446.000 - 781.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid work model

Descripción de la vacante

Cognizant Mexico is seeking a hybrid backoffice helpdesk specialist to support a global, high-tech environment. The role emphasizes clear English communication, efficient resolution of inquiries, and continuous improvement of helpdesk processes to enable reliable customer experiences.

You will handle day-shift requests, document details in knowledge bases, and collaborate with cross-functional teams to drive faster resolutions while adhering to data protection and service levels.

Formación

• Professional level English speaking and comprehension for global dialogue.
• Solid experience in high tech domains applying product/platform knowledge.
• Strong analytical and problem solving abilities to identify root causes.
• Structured time management to handle multiple helpdesk requests.
• Proven ability to work in a hybrid environment with collaboration tools.
• Meticulous attention to detail in documentation and data entry.
• Customer oriented thinking with empathy for service interruptions.

Responsabilidades

• Manage end-to-end backoffice helpdesk activities: log, categorize and track inquiries to ensure timely resolution.
• Handle complex support requests by analyzing case details and providing clear English responses.
• Coordinate with cross-functional teams, sharing documented case information for faster resolution.
• Maintain high quality documentation in helpdesk tools with case histories and resolutions.
• Resolve operational queries by interpreting policies and explaining outcomes in simple English.
• Identify recurring issues and process gaps by analyzing ticket trends and feedback.
• Support knowledge base development with standard responses and troubleshooting steps.
• Monitor performance metrics and adjust practices to meet day shift service levels.
• Assist onboarding of new team members by sharing best practices and case handling guidance.
• Ensure compliance with data protection requirements by following procedures.

Conocimientos

Professional English

High tech domain experience

Analytical thinking

Time management

Hybrid work experience

Attention to detail

Customer empathy

Descripción del empleo

Cognizant Mexico is seeking a hybrid backoffice helpdesk specialist to support a global, high-tech environment. The role emphasizes clear English communication, efficient resolution of inquiries, and continuous improvement of helpdesk processes to enable reliable customer experiences.

You will handle day-shift requests, document details in knowledge bases, and collaborate with cross-functional teams to drive faster resolutions while adhering to data protection and service levels.