TL-CX-Backoffice Helpdesk

Job Summary

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.

Responsibilities

• Handle backoffice helpdesk requests by analyzing incoming tickets and service queries from hi tech customers and internal stakeholders and ensure accurate categorization and timely resolution in line with company service standards.
• Coordinate with product engineering and operations teams to gather required technical and process information for each case and translate findings into clear and actionable responses that build confidence for hi tech customers.
• Communicate with customers and internal partners using fluent English spoken and written to clarify issues ask relevant questions and provide concise updates that reduce misunderstandings and speed up resolution.
• 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 interaction and improve service quality over time.
• Monitor daily case queues dashboards and reports to identify aging cases recurring issues and potential service risks and promptly escalate matters that require specialized attention to keep service performance within agreed levels.
• Collaborate with cross functional teams such as finance logistics and quality assurance to resolve backoffice dependencies and ensure that each customer request is completed without delays caused by internal process gaps.
• Review and validate data entries order details and configuration information related to hi tech products to prevent downstream errors and rework thereby improving operational efficiency and satisfaction for all parties.
• Apply structured problem solving techniques to diagnose complex support situations in the hi tech domain and recommend practical workarounds or permanent solutions that reduce future incidents and enhance product usability.
• Adhere to security and compliance guidelines relevant to hi tech environments by following defined protocols for data handling system access and communication to protect company and customer information.
• Support continuous improvement initiatives by sharing recurring issue patterns suggesting knowledge base updates and participating in process refinement activities that help the backoffice helpdesk deliver more reliable outcomes.
• Engage professionally with customers during day shift hours by managing expectations setting realistic timelines and providing proactive status updates so that customers experience consistent and dependable support.
• Contribute to the company purpose of enabling safe and innovative hi tech solutions by ensuring that every support interaction is handled responsibly thereby helping society benefit from stable and trustworthy technology services.
• Demonstrate accountability for personal performance metrics such as resolution time quality of documentation and customer feedback and use these insights to improve daily work routines and overall service impact.

Qualifications

• Bring strong spoken and written English communication skills with the ability to explain complex hi tech concepts in simple and respectful language to diverse global stakeholders.
• Possess solid experience in hi tech industry environments including familiarity with typical product lifecycles common support scenarios and customer expectations in this domain.
• Display practical knowledge of backoffice helpdesk operations such as ticket management queue handling escalation processes and collaboration with cross functional teams in an office based setting.
• Show comfort working full time from office in a structured day shift with the discipline to follow schedules adhere to service commitments and coordinate smoothly with colleagues onsite.
• Demonstrate proficiency using standard office productivity tools and support platforms while quickly learning new applications required for backoffice operations in the hi tech segment.
• Exhibit a customer oriented mindset with proven ability to handle challenging situations calmly build trust through clear English communication and focus on long term relationship value.