TL-CX-Backoffice Helpdesk

About the Role

This role focuses on delivering responsive and high-quality back-office 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's reputation in the global hi-tech market.

Key Responsibilities

• Handle back-office 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.
• Communicate with customers and internal partners using fluent English (spoken and written) to clarify issues, ask relevant questions, and provide concise updates.
• Maintain detailed case documentation in the support tools by capturing symptoms, root cause, actions taken, and final outcome.
• Monitor daily case queues, dashboards, and reports to identify aging cases, recurring issues, and potential service risks, and promptly escalate matters requiring specialized attention.
• Collaborate with cross-functional teams such as finance, logistics, and quality assurance to resolve back-office dependencies and ensure customer requests are completed without delays.
• Review and validate data entries, order details, and configuration information related to hi-tech products to prevent downstream errors and rework.
• Apply structured problem-solving techniques to diagnose complex support situations in the hi-tech domain and recommend practical workarounds or permanent solutions.
• Adhere to security and compliance guidelines relevant to hi-tech environments by following defined protocols for data handling, system access, and communication.
• Support continuous improvement initiatives by sharing recurring issue patterns, suggesting knowledge base updates, and participating in process refinement activities.
• Engage professionally with customers during day-shift hours by managing expectations, setting realistic timelines, and providing proactive status updates.
• 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.

Qualifications

• Strong spoken and written English communication skills with the ability to explain complex hi-tech concepts in simple language.
• Solid experience in hi-tech industry environments, including familiarity with typical product lifecycles, common support scenarios, and customer expectations.
• Practical knowledge of back-office helpdesk operations, such as ticket management, queue handling, escalation processes, and collaboration with cross-functional teams.
• Comfort working full-time from office in a structured day shift.
• Proficiency using standard office productivity tools and support platforms, with the ability to quickly learn new applications.
• A customer-oriented mindset with the proven ability to handle challenging situations calmly and build trust.