Tech Helpdesk Associate – Multi-Channel Support

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

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.