Job Summary

This role focuses on providing responsive and knowledgeable multichannel helpdesk support for hi tech customers from an office based environment. The specialist will handle day time queries using spoken English to resolve issues efficiently and document resolutions for continuous improvement. The role contributes to reliable customer experiences that strengthen trust in advanced technology solutions.

Responsibilities

• Handle incoming helpdesk requests across phone email chat and internal ticketing tools by applying strong spoken English skills to understand customer issues clearly and provide accurate resolutions that support the smooth use of hi tech products and services
• Provide clear step by step guidance to customers on troubleshooting hi tech solutions documenting each interaction in the helpdesk system to support traceability and future analysis of recurring incident patterns




• Coordinate with technical and product teams to escalate complex hi tech incidents ensuring that all relevant logs and contextual details are captured so that root cause can be identified and resolved efficiently
• Maintain up to date knowledge of supported hi tech platforms and tools by reviewing product updates release notes and internal documentation to ensure that responses and recommendations stay aligned with current functionality and policies
• Monitor open tickets during the day shift to track progress on customer issues follow up proactively and close cases only after confirmation that the customer experience meets defined helpdesk quality standards
• Adhere strictly to defined service level targets for response and resolution times for all helpdesk channels and contribute data insights from daily work to help improve these targets over time
• Collaborate with peers in the office based helpdesk team to share practical lessons from recurring issues and co create reusable responses and knowledge articles that improve consistency of support across all channels
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📌 Customer Service Representative (Guadalajara)
🏢 Cognizant
📍 Guadalajara