PE-CX-Backoffice Helpdesk

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