Job Summary
This entry level multi channel helpdesk position supports hi tech customers through voice and digital channels in an office based day shift environment. The role focuses on handling English speaking interactions resolving technical and account related inquiries documenting each case with high accuracy and ensuring a consistent experience aligned to general service standards. The candidate will contribute to seamless customer journeys and continuous improvement of support processes.

Responsibilities
- Handle incoming customer inquiries across phone chat and email channels in English to deliver timely and accurate resolutions for hi tech products and services
- Provide clear step by step guidance to customers on product usage configuration and basic troubleshooting to reduce repeat issues and improve satisfaction
- Maintain detailed case records in helpdesk tools by capturing problem statements actions taken and outcomes to support audit and knowledge reuse




- Collaborate closely with internal support and engineering teams by relaying well documented issue details to ensure efficient advanced resolution for complex cases
- Explain product features contractual terms and service options in simple language to help customers make informed decisions and reduce misunderstandings
- Follow standardized workflows and escalation paths to ensure consistent resolution times and adherence to company service commitments for hi tech clients
- Monitor personal ticket queues and aging reports to prioritize open cases and ensure that customers receive proactive updates on status and next steps
- Adhere to data privacy and information security practices while handling customer credentials and confidential technical information to protect company and client interests
- Contribute to helpdesk knowledge base by suggesting clarifications and new articles that capture recurring hi tech issues and effective resolution methods
- Participate in quality reviews coaching sessions and p

📌 Junior Customer Service (Guadalajara)
🏢 Cognizant
📍 Guadalajara