Agente de Servicio al Cliente

1. Job Title : SPE-CX-Backoffice Helpdesk 2. Job Summary : This role supports a customer experience backoffice helpdesk for a global high technology client focusing on managing complex service requests incident resolution and administrative case handling. The specialist will work from office in rotational shifts using fluent spoken English and domain knowledge in high technology to ensure accurate timely and compliant support that enhances customer satisfaction and operational efficiency. 3. Experience : 5 - 8 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 requests by logging categorizing and updating tickets in the service management system while maintaining accurate and complete records for every interaction -Resolve assigned incidents and service requests within defined timelines by performing detailed analysis coordinating with relevant internal teams and providing clear status updates to stakeholders -Respond to inbound queries from front line support teams by offering precise information policy clarification and procedural guidance that enables consistent and high quality customer handling -Coordinate with cross functional teams in high technology projects to track dependencies follow up on open items and ensure that each case progresses smoothly toward timely closure -Monitor ticket queues and case backlogs proactively to identify potential delays escalate issues as per defined workflows and minimize impact on customer commitments and service level agreements -Prepare structured reports on ticket trends recurring issues and process deviations to help management identify root causes and prioritize continuous improvement initiatives across the helpdesk operation -Document standard operating procedures workarounds and frequently asked questions in a clear and structured knowledge base that supports consistent handling by current and future team members -Collaborate with quality and training teams by sharing real case examples participating in calibration sessions and suggesting content updates that align with evolving high technology product and service changes -Communicate with empathy and clarity in spoken English when interacting with internal and external stakeholders to build trust avoid misunderstandings and maintain a professional service experience across rotational shifts -Adhere to all security privacy and compliance guidelines relevant to high technology clients by following defined protocols reporting deviations and supporting internal audits and compliance checks -Assist in onboarding new team members by demonstrating tools providing process context and sharing best practices so that the overall team performance and consistency improve over time -Adapt to rotational shift schedules by planning tasks effectively handing over open cases clearly and ensuring that service continuity is maintained without disruption regardless of time window -Contribute to the company mission by supporting reliable and efficient backoffice operations that enable high technology customers to adopt innovative solutions confidently and benefit society through technology advancement -Qualifications -Possess a bachelors degree or equivalent diploma in any discipline with strong exposure to customer service environments and technology enabled operations -Demonstrate fluent spoken and written English with the ability to understand accents explain complex topics in simple terms and communicate confidently in high pressure situations -Bring at least five years of experience in backoffice or helpdesk roles with a focus on ticket management case investigation and coordination across multiple teams -Show proven experience working in the high technology domain such as software hardware electronics or related services with familiarity in typical product lifecycles and support models -Exhibit strong proficiency in using ticketing tools customer relationship management platforms and office productivity applications to manage high volumes of cases efficiently and accurately -Display solid analytical and problem solving capabilities by interpreting data from logs or reports identifying patterns in recurring issues and proposing practical process improvements -Work comfortably in rotational shifts from an office based environment with flexibility to adjust schedules when required by business needs and peak demand periods -Apply effective time management and prioritization skills to handle multiple concurrent cases follow structured workflows and meet defined response and resolution targets consistently -Maintain high standards of professional ethics confidentiality and compliance especially when handling sensitive data related to high technology products systems or customer information -Collaborate well in diverse teams by demonstrating respect clear communication and willingness to share knowledge while aligning actions with broader organizational goals 9. Job Location : Primary Location :MXJAGUAA01(BPMEX Guadalajara JA-Aviacion-COG) Alternate Location :NA NA Alternate Location 1 :NA NA 10. Job Type : SPE-CX-Backoffice Helpdesk [75OA43] 11. Demand Requires Travel? : No 12. Certifications Required : NA