PE-CX-Backoffice Helpdesk

Responsibilities

• Provide first-level support and troubleshooting for digital marketing and backoffice applications ensuring accurate execution of daily tasks.
• Utilize HTML knowledge to assist in resolving customer queries related to web content formatting and technical adjustments.
• Execute analysis and reporting tasks using MS Excel to enhance the accuracy and effectiveness of campaign data management.
• Apply basic Google AdWords skills to support campaign monitoring and troubleshooting under guidance to optimize advertising deliverables.
• Employ principles of prompt engineering to aid in crafting precise responses and automating repetitive inquiries improving helpdesk response time.
• Maintain detailed logs of user issues and resolutions while escalating complex problems to specialized teams when necessary to ensure timely solutions.
• Collaborate with cross-functional teams to ensure alignment of backoffice support activities with organizational goals and customer satisfaction standards.
• Update knowledge base and support documentation to enhance self-service options for end-users and reduce incident resolution time.
• Participate actively in process improvement initiatives aimed at increasing helpdesk efficiency and service quality.
• Communicate clearly with diverse customer groups maintaining professionalism and empathy to foster positive user interactions.
• Monitor system performance and reported issues related to digital marketing tools providing feedback for continuous improvement.
• Support the digital marketing team during peak workload periods to guarantee uninterrupted advertising operations and timely campaign adjustments.
• Adhere to company policies on data security and privacy while handling sensitive customer and company information with discretion.

Qualifications

• Possess a minimum of one year experience in technical support roles with exposure to HTML coding and digital marketing tools such as Google AdWords.
• Demonstrate proficiency in MS Excel for data analysis and reporting with foundational prompt engineering capabilities to aid in automated customer interaction.
• Have a solid understanding of digital advertising concepts and basic web technologies reflecting a good grasp of backoffice helpdesk functions.
• Exhibit strong problem-solving skills and ability to communicate technical information effectively in a hybrid work model.
• Be comfortable working the day shift and operating within a hybrid work environment that combines remote and on-site duties.
• Commit to no travel requirements and flexibility to adapt to evolving technological and business needs.
• Show readiness to work collaboratively with multinational teams and multicultural customers in English language environments.
• Possession of detailed-oriented mindset and organizational skills to efficiently document and track support cases.
• Ability to learn and adapt quickly to new tools and processes related to prompt engineering enhancing helpdesk automation.
• Demonstrate passion for customer service and continuous personal and professional development within a dynamic multinational corporation.
• Understand compliance and ethical standards pertinent to handling customer data and digital marketing platforms.
• Have good interpersonal skills to smoothly interact with colleagues and customers ensuring effective information exchange.
• Maintain enthusiasm for supporting a global brands operational success and contributing to impactful customer experience service delivery.