This hybrid backoffice helpdesk role supports high technology customers through clear English communication and diligent case handling. The candidate manages inquiries documents resolutions and coordinates with internal teams to ensure swift and accurate support. The role focuses on improving customer experience strengthening service reliability and contributing to efficient general operations for the company.
Responsibilities
- Handle incoming customer inquiries related to high technology products through backoffice channels and provide clear concise responses in English that resolve issues efficiently while improving overall customer satisfaction and trust in the company services.
- Manage case logging and documentation in helpdesk systems by accurately capturing customer requests actions taken and outcomes so that information remains reliable accessible and useful for future analysis and continuous improvement.
- Coordinate with internal technical and operations teams to gather required information and ensure timely resolution of complex customer queries in the high technology domain while maintaining smooth communication and minimal disruption to the customer experience.
- Monitor daily workloads and prioritize helpdesk tickets based on impact and urgency to ensure that high technology clients receive responsive and consistent support aligned to agreed service expectations.
- Provide proactive status updates to customers in English through written and verbal communication so that they feel informed respected and confident in the progress of their reported issues and service requests.
- Maintain high accuracy when entering and updating customer data in backoffice tools to support robust reporting compliance needs and data driven decisions that enhance customer experience strategies.
- Collaborate with quality and process teams to identify recurring customer pain points in the high technology space and recommend practical improvements that make suppor
📌 Customer Service Team Lead (Guadalajara)
🏢 Cognizant
📍 Guadalajara
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