SPE-CX-Multi Channel Helpdesk

About the role

This hybrid role as a Multi Channel Helpdesk specialist focuses on delivering clear English speaking support to global Independent Software Vendor and high tech clients across phone chat and email channels. The candidate will resolve complex customer issues document interactions and collaborate with product and engineering teams to improve services ensuring a seamless customer experience and strong client satisfaction for the multinational organization.

What you'll do

• Handle incoming customer contacts across phone chat and email channels to provide accurate timely and empathetic support for Independent Software Vendor and high tech…
• Diagnose customer issues by actively listening asking clarifying questions and using available troubleshooting guides to reach clear resolutions that enhance customer…
• Coordinate with internal technical and product specialists to escalate complex incidents while maintaining ownership through resolution and communicating status updates…
• Document each interaction in the helpdesk ticketing system with detailed case notes categorization and resolution steps to support analytics audit readiness and…
• Utilize knowledge base resources and product documentation to deliver consistent answers reduce repeat contacts and support continuous improvement of helpdesk content

What you need

• Customer service
• Ticketing tools
• Customer success
• Communication
• SOP writing
• Sales