Executive, Helpdesk Prisma

OverviewThe Roundtable on Sustainable Palm Oil (RSPO) is a global partnership to make palm oil sustainable.Today, RSPO is a global, non-profit organisation with over 6,000 voluntary members across 104 countries and territories, representing every link in the supply chain: oil palm producers, palm oil processors and traders, consumer goods manufacturers, retailers, banks and investors, environmental or nature conservation NGOs, and social or developmental NGOs.At RSPO, success is driven by the passion, dedication, skills, and expertise of our people.They guide the organisation to new heights and help shape its development.This position provides frontline support to RSPO Members and system users of the prisma platform, responding to certification, trade, and traceability-related inquiries through Helpdesk channels.The role ensures timely, accurate, and multilingual resolution aligned with RSPO rules and SOPs.The location for this role is Bogota, Colombia.ResponsibilitiesRespond to Helpdesk queries from RSPO Members and stakeholders via email, webform, or integrated chat platforms.Provide accurate support and resolution related to RSPO's certification, traceability, trade modules, and account management.Interpret RSPO rules (e.g., P&C/ISH/SCC Standard, Certification procedures) and apply them in responses, with guidance as needed.Escalate unresolved, complex, or critical issues to the Manager/Assistant Manager or relevant Business Process Owners.Document each ticket clearly within the Helpdesk system (Zendesk), tagging appropriately and ensuring follow-up where needed.Support translation and localization of member-facing FAQs, templates, and help resources into target languages as relevant.Work collaboratively with other team members across time zones to ensure seamless global support coverage and knowledge sharing.EducationAny Degree qualificationExperience2 – 3 years in a helpdesk, customer service, or IT support role, preferably in a regional/multilingual setting.Technical and Professional KnowledgeFamiliarity with helpdesk platforms (e.g. Zendesk), ticketing protocols, and knowledge base usage.Awareness of RSPO certification processes and prisma system functionality is a plus.Able to understand and apply SOPs, with clear judgment on when to escalate.Proficient in Microsoft Office and working in digital-first environments.Strong written communication and task management skills.Proficiency in English is required; ability to communicate fluently in additional RSPO working languages (e.g., Bahasa Indonesia, Spanish, French, Mandarin) is highly desirable.Essential SkillsCustomer support and problem-solvingTicket logging and status trackingWritten and verbal communicationAttention to detail and documentationTime zone coordination and adaptabilityInternal collaboration and escalation handlingHow To ApplyQualified applicants are invited to send in their updated CV detailing educational background, work experience, and related achievements to ******.Please state "Job Application – Executive, Helpdesk prisma" in your email subject line.RSPO is an equal opportunity employer.Due to the volume of applications received, only shortlisted candidates will be notified.#J-*****-Ljbffr