Tech Helpdesk Agent — Office-Based, Rotational Shifts

Cognizant; Guadalajara; Presencial; MXN 180.000 - 240.000; Jornada completa

Descripción de la vacante

Cognizant in Guadalajara, Mexico, is seeking a Customer Service Agent to support global hi-tech client inquiries and issues. The role requires effective communication, accurate information delivery, and coordination with internal teams, working from the office in rotational shifts.

Strong spoken English and attention to detail are essential to maintain high service quality and operational efficiency in a dynamic tech environment.

Formación

• 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.
• 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

Responsabilidades

• 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 elevate 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

Conocimientos

Fluent English

Customer service experience

Problem solving

Documentation

Team collaboration

Herramientas

Ticketing systems

Knowledge bases

Descripción del empleo

Cognizant in Guadalajara, Mexico, is seeking a Customer Service Agent to support global hi-tech client inquiries and issues. The role requires effective communication, accurate information delivery, and coordination with internal teams, working from the office in rotational shifts.

Strong spoken English and attention to detail are essential to maintain high service quality and operational efficiency in a dynamic tech environment.