Junior Customer Service

Cognizant; Guadalajara; Presencial; MXN 120.000 - 180.000; Jornada completa

Descripción de la vacante

Cognizant in Guadalajara seeks an entry-level multi-channel helpdesk agent to support hi-tech customers in an office-based day shift. You will handle English-speaking inquiries, document cases with high accuracy, and ensure service standards.

You will resolve technical and account questions, follow standard workflows, collaborate with engineering teams, and contribute to knowledge base improvements while delivering a consistent customer experience.

Formación

• Strong spoken English with clear articulation and active listening
• Foundational understanding of hi tech products and ability to learn quickly
• Apply basic problem solving: reproduce issues, verify steps, check resolutions
• Proficient with office tools and ticketing systems
• Customer-centric with patience and empathy

Responsabilidades

• Handle inquiries across phone, chat, and email in English to resolve issues
• Provide step-by-step guidance on product usage and basic troubleshooting
• Maintain detailed case records in helpdesk tools with actions and outcomes
• Collaborate with internal teams by relaying well-documented issue details
• Explain product features and service options clearly to customers
• Follow workflows and escalation paths to meet service commitments
• Monitor ticket queues and provide proactive updates on status
• Adhere to data privacy and information security practices
• Contribute to knowledge base with clarifications and new articles
• Engage empathetically to manage expectations and improve experience
• Align daily activities with organizational goals and customer trust

Conocimientos

English speaking

Active listening

Communication

Problem solving

Documentation

Descripción del empleo

Job Summary

This entry level multi channel helpdesk position supports hi tech customers through voice and digital channels in an office based day shift environment. The role focuses on handling English speaking interactions resolving technical and account related inquiries documenting each case with high accuracy and ensuring a consistent experience aligned to global service standards. The candidate will contribute to seamless customer journeys and continuous improvement of support processes.

Responsibilities

• Handle incoming customer inquiries across phone chat and email channels in English to deliver timely and accurate resolutions for hi tech products and services
• Provide clear step by step guidance to customers on product usage configuration and basic troubleshooting to reduce repeat issues and improve satisfaction
• Maintain detailed case records in helpdesk tools by capturing problem statements actions taken and outcomes to support audit and knowledge reuse
• Collaborate closely with internal support and engineering teams by relaying well documented issue details to ensure efficient advanced resolution for complex cases
• Explain product features contractual terms and service options in simple language to help customers make informed decisions and reduce misunderstandings
• Follow standardized workflows and escalation paths to ensure consistent resolution times and adherence to company service commitments for hi tech clients
• Monitor personal ticket queues and aging reports to prioritize open cases and ensure that customers receive proactive updates on status and next steps
• Adhere to data privacy and information security practices while handling customer credentials and confidential technical information to protect company and client interests
• Contribute to helpdesk knowledge base by suggesting clarifications and new articles that capture recurring hi tech issues and effective resolution methods
• Participate in quality reviews coaching sessions and performance feedback discussions to refine communication skills and elevate overall customer experience outcomes
• Support continuous improvement initiatives by reporting observed process gaps and recurring pain points that impact multi channel support efficiency
• Engage empathetically with customers to acknowledge concerns manage expectations realistically and turn challenging interactions into constructive outcomes
• Align daily activities with organizational goals by ensuring every resolved case contributes to stronger customer trust and long term adoption of hi tech solutions

Qualifications

• Demonstrate strong spoken English communication skills with clear articulation active listening and the ability to adapt tone for different customer situations
• Show foundational understanding of hi tech products or digital solutions and the curiosity to learn new features quickly through guided training and self study
• Apply basic problem solving techniques such as reproducing issues verifying user steps and checking known resolutions to handle entry level technical inquiries
• Utilize common office productivity tools and ticketing applications to manage case information efficiently and follow standard documentation practices
• Display customer centric behavior through patience empathy and a focus on practical outcomes that improve the overall helpdesk experience for users
• Exhibit reliability in work from office settings by following schedules day shift requirements and established attendance norms to support team coverage
• Demonstrate openness to structured feedback and coaching and convert improvement suggestions into noticeable changes in daily customer interactions