PE-CX-Backoffice Helpdesk(Job Number: 00070948771)

Job Description

Job Description – PE-CX-Backoffice Helpdesk (00070948771)
Job Description
PE-CX-Backoffice Helpdesk(Job Number:
00070948771)

Description

Job Summary

Join a global technology focused organization as a Backoffice Helpdesk professional supporting customer experience operations for independent software vendors and high tech partners. Contribute to smooth day to day service delivery by resolving cases updating records and coordinating with cross functional teams in English while working in a hybrid and day shift model focused on quality and timely outcomes.

Responsibilities

Handle backoffice helpdesk tickets for software and high tech clients by logging categorizing and updating each request in a timely and highly accurate manner to sustain dependable service outcomes for global stakeholders.

Communicate clearly in English with internal teams and customer facing staff through calls and written updates to gather missing information clarify requirements and prevent delays in resolving backoffice issues.

Investigate reported issues by reviewing documentation system records and prior case history to identify patterns root causes and suitable next actions that reduce repeat operational incidents.

Coordinate with product engineering and operations teams in the independent software vendor and high tech ecosystem to route requests track progress and ensure that commitments are fulfilled within agreed timelines.

Maintain detailed consistent and compliant records of all helpdesk activities in enterprise tools to support audits performance reviews and continuous improvement initiatives.

Monitor daily queues aging tickets and priority cases to plan work proactively and ensure that service levels and quality goals are met or exceeded in the day shift environment.

Escalate complex or high impact issues using defined workflows to senior staff or specialist teams while providing complete context and documentation to enable faster resolution.

Provide clear and concise case summaries in English that explain the issue analysis performed actions taken and next steps so that any team member can seamlessly continue the work.

Contribute to knowledge base content by documenting recurring issues standard resolutions and useful tips that help colleagues respond faster and more consistently to backoffice requests.

Support hybrid work arrangements by using collaboration and ticketing tools effectively so that work handoffs remain smooth and transparent across locations and time zones.

Identify process gaps in backoffice workflows for independent software vendor and high tech accounts and recommend practical enhancements that improve reliability transparency and customer satisfaction.

Assist in basic reporting by collecting ticket metrics turnaround times and quality indicators that help management understand trends and make data informed decisions.

Adhere strictly to organizational policies data protection standards and compliance requirements to protect client information and uphold the reputation of the company and its partners.

Qualifications

Possess two to four years of relevant experience in backoffice operations or helpdesk support where structured ticket handling and detailed documentation were core parts of daily work.

Demonstrate strong spoken and written English communication skills that enable effective collaboration with technical and non technical stakeholders across global teams.

Bring hands on exposure to the independent software vendor or high tech domain through prior roles that involved supporting software products platforms or digital solutions.

Show proficiency in using standard ticketing tools office productivity applications and collaboration platforms to manage tasks efficiently in a hybrid work setup.

Exhibit a consistent focus on accuracy follow through and service quality with the ability to manage multiple requests while meeting defined timelines and priorities.

Display problem solving ability curiosity and willingness to ask clarifying questions so that root causes are understood and sustainable resolutions are provided.

Value teamwork inclusivity and knowledge sharing contributing to a supportive environment where collective expertise leads to better outcomes for clients and society.

Refer a friend for this job
Tell us about a friend who might be interested in this job. All privacy rights will be protected.Refer a friend
Source: Company Career page