Helpdesk Part-Time Associate

Ntt Data; Región Centro; On-site; MXN 172,000 - 241,000; Part time

Job summary

NTT DATA Services seeks a Helpdesk Associate (Part-Time) to support hi-tech customer service operations from the Guadalajara office. The role handles inquiries, resolves service requests, and coordinates with internal teams in a rotating shift environment.

Strong English communication and attention to detail are essential. The candidate will work from the office in Guadalajara, collaborating with cross-functional teams to deliver accurate information and timely resolutions while maintaining high

Qualifications

• Strong spoken English; ability to explain technical information clearly
• Experience in hi-tech products/services or related environments
• Structured analytical thinking to assess requests and root causes
• Ability to manage tickets and maintain accurate records in a backoffice setting
• Willingness to work in rotational shifts and office-based model

Responsibilities

• Handle inbound/outbound calls to provide clear, timely resolutions while upholding service standards
• Manage backoffice ticket lifecycle from creation to closure with proper documentation
• Coordinate with internal stakeholders to clarify requests and ensure reliable service
• Monitor queues and workflows, escalate complex cases per SOPs
• Communicate with customers in fluent English, explain solutions and set expectations
• Update knowledge bases with resolved case details for future efficiency
• Capture detailed notes and track progress using case management tools
• Collaborate with teammates during rotations to ensure smooth handovers
• Support continuous improvement by providing feedback on tools and processes

Skills

English proficiency

Customer service

Communication

Analytical thinking

Shift flexibility

Tools

Office productivity tools

Ticketing system

Case management

Job description

External Job Desc Header.External Job Desc Header.External Job Desc Header.External Job Desc Header.NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.We are currently seeking a Helpdesk Associate (Part -Time) to join our team in Guadalajara, Jalisco (MX-JAL), Mexico (MX).NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

Job Summary

This role supports customer experience customer service agent operations for a global technology environment handling inquiries and issues from hi tech clients through effective communication. The specialist provides accurate information resolves service requests and coordinates with internal teams while working from office in rotational shifts. Strong spoken English skills and attention to detail are essential to maintain high service quality and operational efficiency.

Responsibilities

• Handle inbound and outbound calls interactions for hi tech customers to provide clear accurate and timely resolutions while maintaining high service quality standards and adherence to support procedures
• Manage backoffice ticket lifecycle from creation to closure to ensure proper documentation prioritization and routing of issues to the correct technical or business teams for efficient resolution
• Coordinate with cross functional internal stakeholders to clarify customer requests gather relevant information and support the delivery of consistent and reliable service outcomes
• Monitor helpdesk queues and backoffice workflows to balance workload respond within defined service timelines and escalate complex cases using established escalation paths when necessary
• Communicate with customers in fluent spoken English to explain solutions set expectations and reduce repeated contacts while maintaining a professional and empathetic tone in every interaction
• Analyze recurring customer issues and service patterns in hi tech contexts to identify process gaps and suggest improvements that enhance efficiency accuracy and customer experience
• Follow defined helpdesk and backoffice standard operating procedures to ensure compliance with company policies industry regulations and data protection requirements relevant to hi tech operations
• Update knowledge bases and internal reference materials with validated information from resolved cases so future interactions are more efficient and consistent across the helpdesk team
• Use office productivity and case management tools to capture detailed case notes track progress and produce simple status reports that support transparency and informed decision making
• Collaborate with team members during rotational shifts to share context on active cases ensuring smooth handovers and continuity of service across different working hours
• Support continuous improvement initiatives by providing feedback on tools workflows and communication practices so that the helpdesk function evolves with changing hi tech business needs
• Adhere to work from office requirements and rotational shift schedules to maintain reliable coverage for global customer operations while demonstrating flexibility in working hours when business demands require
• Contribute to the organizations broader mission by helping hi tech customers resolve service obstacles quickly thereby supporting innovation productivity and positive societal impact through technology use

Qualifications

• Demonstrate strong proficiency in spoken English with the ability to explain technical and process related information clearly to diverse customer groups and internal stakeholders
• Bring practical experience working with hi tech products services or environments enabling accurate understanding of customer issues and context specific problem solving
• Apply structured analytical thinking to assess customer requests identify root causes and propose effective resolutions that align with defined helpdesk policies and quality standards
• Utilize office based collaboration and productivity tools to manage tickets share updates and maintain accurate records that support transparent and efficient operations in a backoffice setting
• Show adaptability and reliability in rotational shift work by maintaining consistent performance attention to detail and focus during varying working hours in a work from office model
• Exhibit strong interpersonal and customer service skills by engaging respectfully managing expectations and striving to create positive experiences that reflect the company commitment to customer centricity
• Develop familiarity with hi tech industry trends basic terminology and common customer challenges to enhance relevance and effectiveness in daily helpdesk interactions and case handling

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.

Expeditors is a global leader in logistics, providing seamless supply chain solutions to meet the complex demands of international trade. Headquartered in Seattle, Washington, we operate in over 350 locations across six continents, employing 19,000+ professionals. Our success is built on a culture of professionalism, leadership, and innovation.

Job Description

SUMMARY DESCRIPTION: Ensure the proper and timely movement and clearance of freight, while providing an exceptional customer service within the Customs Brokerage department.

KEY RESPONSIBILITIES:

EXPEDITORS CORE COMPETENCIES

Exceptional Customer Service

Exceeds customer expectations by anticipating, understanding and meeting needs. Is proactive and when issues arise, is timely and resolute in solving problems, including escalating to management when necessary. Builds rapport and exhibits empathy during interactions, and consistently strives to improve customer satisfaction with customers.