TL-CX-Backoffice Helpdesk

About the role

This role focuses on delivering responsive and high quality backoffice helpdesk support for hi tech customers in a day shift work from office model. The talent will manage complex customer service requests and internal coordination using clear English communication to resolve issues efficiently. The role contributes to a reliable support environment that improves customer satisfaction and strengthens the company reputation in the global hi tech market.

What you'll do

• Handle backoffice helpdesk requests by analyzing incoming tickets and service queries from hi tech customers and internal stakeholders and ensure accurate categorization…
• Coordinate with product engineering and operations teams to gather required technical and process information for each case and translate findings into clear and…
• Communicate with customers and internal partners using fluent English spoken and written to clarify issues ask relevant questions and provide concise updates that reduce…
• Maintain detailed case documentation in the support tools by capturing symptoms root cause actions taken and final outcome so that the organization can learn from each…
• Monitor daily case queues dashboards and reports to identify aging cases recurring issues and potential service risks and promptly escalate matters that require…

What you need

• Communication
• Customer service