Backoffice Helpdesk Specialist – Customer Experience

About the role

This position supports a customer‑experience back‑office helpdesk for a global high‑technology client. You will handle English‑language interactions, document outcomes and work closely with internal technical and business teams while following a rotational shift schedule.

Key responsibilities

• Receive and triage incoming helpdesk requests from internal and external stakeholders in English.
• Maintain back‑office ticket queues by categorising, prioritising and updating cases.
• Document every interaction in the case management system with clear, audit‑ready notes.
• Escalate complex issues and coordinate with technical and business teams to ensure aligned resolutions.
• Perform root‑cause analysis of recurring problems and suggest process improvements.
• Verify that data updates, configuration changes and case closures comply with internal policies and contractual obligations.
• Communicate case progress and outcomes fluently in English.
• Prepare concise shift handover summaries to ensure smooth transitions.
• Contribute to knowledge‑base articles and standard operating procedures.
• Assist in reporting metrics such as volume, response time and resolution time.

Required profile

• 3‑5 years of experience in customer support or back‑office helpdesk roles.
• Strong written and spoken English communication skills.
• Ability to work in an office environment and adhere to rotational shift schedules.
• Detail‑oriented with a focus on documentation and compliance.

Required skills

What we offer

• Opportunity to work with a global high‑technology client.
• Structured shift system with clear handover processes.
• Continuous training on new tools, products and processes.