Tech Helpdesk Team Lead - Hybrid Back Office

Cognizant; Región Centro; Híbrido; MXN 201.000 - 335.000; Jornada completa

Descripción de la vacante

Cognizant is seeking a hybrid backoffice helpdesk professional to support high-technology customers through clear English communication and rigorous case handling. The role emphasizes accurate documentation, proactive updates, and collaboration with internal teams to improve customer experience and service reliability.

Responsibilities include handling inquiries, logging cases, coordinating with technical and operations teams, and maintaining data quality for reporting.

Formación

• Strong English speaking and comprehension for professional communication.
• Familiarity with high technology concepts and products.
• Ability to learn helpdesk tools and documentation processes quickly.
• Customer-centric thinking to resolve issues and build trust.

Responsabilidades

• Handle incoming customer inquiries and provide clear English responses that resolve issues while improving satisfaction.
• Manage case logging and documentation in helpdesk systems with accurate records for analysis.
• Coordinate with internal teams to gather information and ensure timely resolutions.
• Monitor workloads and prioritize tickets to meet service expectations.
• Provide proactive status updates to customers in English to keep them informed.
• Maintain data accuracy in backoffice tools to support reporting and decisions.
• Collaborate with quality teams to identify recurring pain points and suggest improvements.
• Follow helpdesk workflows and knowledge base guidelines to ensure standards are met.
• Share observations to enhance templates, responses, and procedures.
• Participate in training on English communication, product awareness, and helpdesk tools.
• Support metrics tracking by updating ticket statuses within required timeframes.
• Assist in building a knowledge repository for faster resolutions and consistency.
• Reflect company values of reliability, transparency, and customer focus in every interaction.

Conocimientos

English proficiency

Customer focus

Hybrid work adaptability

Helpdesk knowledge

Descripción del empleo

Cognizant is seeking a hybrid backoffice helpdesk professional to support high-technology customers through clear English communication and rigorous case handling. The role emphasizes accurate documentation, proactive updates, and collaboration with internal teams to improve customer experience and service reliability.

Responsibilities include handling inquiries, logging cases, coordinating with technical and operations teams, and maintaining data quality for reporting.