Tech Helpdesk Team Lead (Hybrid Backoffice)

Cognizant; Guadalajara; Híbrido; MXN 201.000 - 357.000; Jornada completa

Descripción de la vacante

Cognizant in Guadalajara is seeking a hybrid backoffice helpdesk professional to support high-technology customers through clear English communication and precise case handling.

You will log cases, coordinate with internal teams to resolve issues promptly, provide proactive status updates, and maintain accurate data in backoffice systems to improve customer satisfaction and service reliability.

Formación

• Strong English speaking and comprehension for professional communication.
• Familiarity with high-technology concepts, products or services.
• Ability to learn helpdesk tools and ticketing platforms quickly.
• Customer-centric thinking with concise problem solving.
• Basic analytical skills to review case histories and patterns.
• Adaptable to hybrid work arrangements and day shifts.
• Experience in service desk or contact center environments preferred.

Responsabilidades

• Handle customer inquiries related to high-technology products through backoffice channels and provide clear English responses.
• Log and document cases in helpdesk systems with accurate actions and outcomes.
• Coordinate with internal teams to resolve complex queries promptly.
• Monitor workloads and prioritize tickets to meet service expectations.
• Provide proactive status updates to customers in English.
• Maintain data accuracy in backoffice tools for reporting and compliance.
• Suggest improvements to templates, responses, and procedures.
• Participate in training to strengthen English and product knowledge.
• Support metrics tracking by updating ticket statuses on time.
• Contribute to knowledge repository of common issues and guidance.
• Ensure interactions reflect company values: reliability, transparency, customer focus.

Conocimientos

English communication

Customer service

Analytical thinking

Learning agility

Hybrid work adaptability

Herramientas

Ticketing systems

Knowledge base tools

Descripción del empleo

Cognizant in Guadalajara is seeking a hybrid backoffice helpdesk professional to support high-technology customers through clear English communication and precise case handling.

You will log cases, coordinate with internal teams to resolve issues promptly, provide proactive status updates, and maintain accurate data in backoffice systems to improve customer satisfaction and service reliability.