1. Job Title : PE-CX-Backoffice Helpdesk 2. Job Summary : This role supports a global customer experience backoffice helpdesk for hi tech clients handling complex inquiries case documentation and coordination across internal teams. The professional will communicate fluently in spoken English resolve issues within defined service levels and ensure accurate data updates while working from office in rotational shifts for consistent service coverage. 3. Experience : 3 - 5 years 4. Required Skills : Technical Skills: Speaking English Domain Skills:Hi - Tech 5. Nice to have skills : Domain Skills: 6. Technology : Custom Service 7. Shift : Rotational 8. Responsibilities : -Handle backoffice helpdesk tickets for hi tech customers by analyzing issue details validating information and progressing each request toward timely resolution within defined service levels. -Provide clear spoken English communication through calls and recorded messages to clarify requests confirm status updates and ensure customers understand next steps and available options. -Coordinate with cross functional internal teams such as engineering product support and operations to collect inputs and drive closure of complex hi tech cases that require deeper investigation. -Document each interaction and action taken in the case management system with accurate and consistent data so downstream teams can rely on complete context and history. -Monitor open ticket queues throughout rotational shifts to prioritize items by urgency and impact while ensuring no request remains unattended beyond agreed timelines. -Identify recurring issues or patterns in backoffice tickets and share insights with relevant teams so that systemic improvements and knowledge base updates can be implemented. -Follow standard operating procedures and compliance guidelines for data handling customer authentication and escalation flows to maintain quality and risk controls. -Assist in creating and refining helpdesk knowledge articles and call scripts based on frequently asked questions to reduce handling time and improve first contact resolution. -Escalate critical incidents or service outages using predefined paths and provide concise summaries that help technical teams quickly understand scope and impact. -Participate in scheduled calibrations and quality review sessions to align on communication tone documentation standards and best practices for hi tech customer support. -Support reporting activities by maintaining correct status codes and closure reasons so operational dashboards and metrics reflect accurate performance trends. -Adapt to rotational shifts and dynamic workload by organizing tasks managing personal queues and collaborating with colleagues to maintain consistent service availability. -Contribute to a culture of continuous improvement by suggesting enhancements in tools or processes that make the backoffice helpdesk more efficient and customer centric. -Qualifications -Demonstrate strong spoken English proficiency with clear articulation active listening and the ability to explain technical information in simple terms to diverse stakeholders. -Show proven experience of three to five years in a hi tech environment such as software hardware or digital services where customer support or backoffice operations were core responsibilities. -Apply working knowledge of ticketing tools and case management platforms to log requests update progress attach evidence and close cases in a structured and auditable manner. -Exhibit solid problem solving skills with the ability to break down complex issues ask relevant clarifying questions and select appropriate actions from defined playbooks. -Display high attention to detail in data entry documentation and status reporting which reduces rework and improves the reliability of operational metrics. -Use basic productivity applications and collaboration tools to coordinate with team members share updates and track tasks during rotational office based shifts. -Value customer experience by focusing on empathy clarity and timely follow up which supports the company purpose of building trust and enabling technology to benefit society. 9. Job Location : Primary Location :MXJAGUAA01(BPMEX Guadalajara JA-Aviacion-COG) Alternate Location :NA NA Alternate Location 1 :NA NA 10. Job Type : PE-CX-Backoffice Helpdesk [85OA43] 11. Demand Requires Travel? : No 12. Certifications Required : NA
关于高知特 (Cognizant)
高知特(Cognizant)（纳斯达克代码：CTSH）作为一家AI Builder和相关技术服务提供商，致力于通过打造全栈AI解决方案，帮助企业将人工智能投资转化为实际价值。公司凭借深厚的行业经验、流程优化和工程技术专长，将企业独特的业务场景融入科技系统，赋能组织释放人才潜能，推动切实成果，并帮助全球企业在瞬息万变的环境中保持领先。如需了解更多详情，敬请访问 cognizant.ai 或关注@cognizant。
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