PE-CX-Backoffice Helpdesk

Responsibilities

• Deliver first-line support and troubleshooting for digital marketing and backoffice applications to ensure accurate completion of daily tasks.
• Use HTML knowledge to help resolve customer questions concerning web content formatting and technical updates.
• Perform analysis and reporting activities with MS Excel to improve the precision and impact of campaign data management.
• Apply foundational Google AdWords knowledge to assist with campaign monitoring and troubleshooting, following guidance to optimize advertising outputs.
• Use prompt engineering fundamentals to support the creation of accurate responses and automate repetitive inquiries, helping improve helpdesk response times.
• Keep comprehensive records of user issues and resolutions, escalating more complex cases to specialized teams when needed to ensure timely resolution.
• Work with cross-functional teams to align backoffice support activities with organizational objectives and customer satisfaction requirements.
• Maintain and refresh the knowledge base and support documentation to expand self-service options for end-users and reduce incident resolution time.
• Actively contribute to process improvement initiatives designed to increase helpdesk efficiency and overall service quality.
• Communicate effectively and professionally with a wide range of customer groups, showing empathy to promote positive user experiences.
• Track system performance and reported issues involving digital marketing tools, providing feedback to support continuous improvement.
• Support the digital marketing team during high-demand periods to maintain uninterrupted advertising operations and ensure timely campaign adjustments.
• Follow company policies for data security and privacy, handling sensitive customer and company information with discretion.

Qualifications

• Minimum of one year of experience in technical support roles, including exposure to HTML coding and digital marketing tools such as Google AdWords.
• Proven proficiency in MS Excel for data analysis and reporting, with baseline prompt engineering capabilities to support automated customer communication.
• Strong understanding of digital advertising concepts and basic web technologies, demonstrating familiarity with backoffice helpdesk responsibilities.
• Strong problem-solving skills and the ability to communicate technical information clearly in a hybrid work model.
• Comfortable working the day shift and operating in a hybrid environment that includes both remote and on-site responsibilities.
• No travel required, with flexibility to adjust to changing technological and business needs.
• Preparedness to work with multinational teams and multicultural customers in English language environments.
• Detail-oriented mindset and strong organizational skills to document and track support cases efficiently.
• Ability to learn and adapt quickly to new tools and processes related to prompt engineering that improve helpdesk automation.
• Passion for customer service and ongoing personal and professional development within a fast-moving multinational corporation.
• Knowledge of compliance and ethical standards for handling customer data and digital marketing platforms.
• Good interpersonal skills to collaborate effectively with colleagues and customers and ensure smooth information exchange.
• Enthusiasm for helping global brands achieve operational success and contributing to meaningful customer experience service delivery.