1. Job Title : PE-CX-Backoffice Helpdesk 2. Job Summary : This role supports a customer experience backoffice helpdesk for a global high technology client focusing on accurate case handling and responsive support. The professional will manage English speaking interactions document outcomes and collaborate with internal teams from an office based work model with rotational shifts ensuring reliable and efficient service delivery. 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 incoming helpdesk requests from internal and external stakeholders in English ensuring courteous communication and accurate understanding of high technology related issues to support timely resolution. -Manage backoffice ticket queues by categorizing prioritizing and updating cases to maintain consistent service levels and transparent status tracking for stakeholders. -Document every interaction in the case management system with clear and detailed notes that support future reference audit readiness and continuous improvement activities. -Coordinate with technical and business teams within the high technology domain to obtain clarifications escalate complex cases and ensure that resolutions are aligned with client expectations. -Perform root cause oriented analysis of recurring issues and propose practical process improvements that enhance service quality and reduce repetitive workload. -Verify that all customer data updates configuration changes and case closures adhere to internal policies compliance guidelines and contractual obligations in the high technology environment. -Communicate case progress and final outcomes in fluent English to customers and internal partners ensuring expectations are managed and satisfaction is maintained. -Monitor shift handovers by preparing concise summaries that enable smooth transition between rotational shifts and prevent information gaps or duplicated efforts. -Contribute to knowledge base articles and standard operating documents by capturing best practices and frequently asked questions relevant to the backoffice helpdesk. -Assist in periodic reporting by compiling metrics related to volume response time resolution time and quality indicators for management review. -Adhere to work from office attendance expectations and rotational shift schedules while maintaining professionalism punctuality and consistent performance. -Participate in training sessions related to new tools products or process changes in the high technology domain to keep skills current and service outcomes reliable. -Support continuous improvement initiatives by sharing observations from daily operations that can help enhance customer experience and strengthen the company purpose of delivering trusted digital solutions. -Qualifications -Possess three to five years of experience in a customer support or backoffice helpdesk role with exposure to complex or high volume environments. -Demonstrate strong spoken and written English communication abilities that enable clear discussions with global stakeholders and accurate documentation of cases. -Bring proven experience working with clients or products in the high technology sector such as electronics software or digital platforms enabling context aware support. -Exhibit familiarity with ticketing tools or case management systems and show comfort navigating multiple applications during live interactions. -Show solid problem solving skills attention to detail and the discipline to follow standardized procedures while still identifying opportunities to refine processes. -Display readiness to work full time from the office and to operate in rotational shifts without frequent schedule conflicts supporting reliable coverage. -Illustrate an understanding of data privacy and information security practices commonly applied in technology driven organizations and apply them consistently in daily tasks. 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
What we offer
- The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
- Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
- The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
- A comprehensive total rewards package, including a competitive salary and a pension plan with matching contributions.
- Flexible health and financial benefits to support you and your eligible dependents—from day one.
- True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.
About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Other employment-related information
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
