Hi-Tech Helpdesk Specialist - Part Time, Guadalajara

Ntt Data; Región Centro; Presencial; MXN 172.000 - 241.000; A tiempo parcial

Descripción de la vacante

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

Formación

• 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

Responsabilidades

• 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

Conocimientos

English proficiency

Customer service

Communication

Analytical thinking

Shift flexibility

Herramientas

Office productivity tools

Ticketing system

Case management

Descripción del empleo

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