Tech Support Quality Analyst: Day Shift Customer Experience

Cognizant; Guadalajara; Presencial; MXN 240.000 - 360.000; Jornada completa

Descripción de la vacante

Cognizant in Guadalajara is seeking an experienced Support Specialist to deliver expert customer experience via a multi-channel helpdesk in a high-tech environment.

You will handle complex inquiries in English, document outcomes, and collaborate with product and CX teams to improve processes and satisfaction.

This office-based day shift role emphasizes reliability, strong communication, and continuous learning to support global business customers.

Formación

• Demonstrate strong proficiency in spoken and written English with the ability to explain complex technical concepts to diverse customer audiences in a clear, confident and empathetic manner.
• Show proven experience of at least three years in a high tech customer support or helpdesk environment handling multi channel interactions and resolving technical or product related issues independently.
• Apply solid understanding of high tech industry products such as software platforms, hardware solutions or digital services to accurately interpret customer problems and guide them toward effective resolutions.
• Utilize helpdesk or ticketing systems and customer relationship tools with efficiency including case logging, status tracking and escalation workflows that keep operations organized and transparent.
• Exhibit strong analytical and problem solving skills with the capacity to investigate root causes, compare options and recommend practical solutions.

Responsabilidades

• Manage multi channel helpdesk interactions including voice, email, chat and ticket systems to deliver consistent high quality customer experience for high tech clients in an office based day shift environment.
• Resolve complex technical and service related inquiries from customers in the high tech domain by applying product knowledge, analytical thinking and clear English communication to achieve fast and accurate case closure.
• Coordinate with internal product, engineering and operations teams to investigate recurring customer issues and drive sustainable solutions that reduce repeat contacts and improve overall service reliability.
• Monitor daily helpdesk queues and prioritize requests according to impact and urgency, ensuring that SLA targets, response times and case quality standards are met.
• Document each customer interaction with precise case notes, action steps and outcomes in the helpdesk platform to enable clear visibility, reporting and continuous improvement.

Conocimientos

Fluent English

3+ years experience

Tech product knowledge

Analytical skills

Multitasking

Willingness to learn

Herramientas

Ticketing systems

CRM software

Descripción del empleo

Cognizant in Guadalajara is seeking an experienced Support Specialist to deliver expert customer experience via a multi-channel helpdesk in a high-tech environment.

You will handle complex inquiries in English, document outcomes, and collaborate with product and CX teams to improve processes and satisfaction.

This office-based day shift role emphasizes reliability, strong communication, and continuous learning to support global business customers.