SPE-CX-Backoffice Helpdesk

Job Summary

This role involves providing exceptional back-office helpdesk support in a rotational shift environment ensuring seamless operations for Hi-Tech clients. The candidate will leverage their English communication skills to address queries efficiently contributing to the companys commitment to excellence.

Responsibilities

• Provide comprehensive back-office support to address client inquiries and resolve issues effectively in a Hi-Tech domain environment.
• Utilize excellent English communication skills to interact with clients and internal teams ensuring clarity and professionalism in all exchanges.
• Monitor and manage helpdesk tickets ensuring timely resolution and adherence to service level agreements.
• Collaborate with cross-functional teams to escalate and resolve complex issues ensuring client satisfaction and operational efficiency.
• Maintain accurate documentation of client interactions and resolutions to support continuous improvement and knowledge sharing.
• Analyze recurring issues and provide actionable insights to improve processes and reduce future occurrences.
• Assist in the implementation of new tools and technologies to enhance helpdesk operations and client experience.
• Ensure compliance with company policies and procedures while handling sensitive client information.
• Provide training and guidance to new team members to ensure consistent service delivery standards.
• Participate in regular team meetings to share updates challenges and best practices for continuous improvement.
• Adapt to rotational shifts to provide consistent support across different time zones ensuring uninterrupted service.
• Contribute to the development of helpdesk strategies that align with organizational goals and client needs.
• Demonstrate a proactive approach in identifying opportunities to enhance client satisfaction and operational excellence.

Qualifications

• Possess strong English communication skills to effectively interact with clients and teams.
• Have a minimum of 2 years of experience in a back-office helpdesk role within the Hi-Tech domain.
• Exhibit a solid understanding of Hi-Tech industry processes and client expectations.
• Showcase problem-solving abilities to address and resolve client issues efficiently.
• Display adaptability to work in rotational shifts and manage varying workloads effectively.
• Demonstrate proficiency in using helpdesk tools and software for ticket management and resolution tracking.
• Bring a collaborative mindset to work seamlessly with cross-functional teams and contribute to shared goals.
• Show commitment to maintaining high standards of professionalism and confidentiality in client interactions.