Multi-Channel Helpdesk Specialist

About the role

This position provides multi‑channel customer support for a global client, handling email, chat and voice inquiries from an office environment. The specialist will use advanced Microsoft Excel skills to track tickets, generate reports and improve operational visibility while supporting digital marketing and advertising stakeholders.

Key responsibilities

• Receive and resolve helpdesk requests across email, chat and voice channels.
• Document all interactions in ticketing tools with clear, concise information.
• Use MS Excel to monitor ticket volumes, service metrics and work queues.
• Create and maintain Excel dashboards, reports and trackers highlighting trends and SLA compliance.
• Collaborate with operations, technical support and marketing teams to coordinate issue resolution.
• Escalate complex cases following defined workflows and maintain ownership until closure.
• Support email‑marketing, tech and display‑advertising stakeholders by interpreting requests and monitoring campaign‑related queries.
• Identify recurring issues, analyse root causes with Excel data and suggest process improvements.
• Prepare shift handover notes, status summaries and risk highlights for smooth continuity.

Required profile

• Diploma or degree in any discipline with practical exposure to customer support or service‑desk environments.
• Strong proficiency in Microsoft Excel (formulas, pivot tables, filtering, sorting, basic data analysis).
• Experience using ticketing tools, customer‑support platforms or CRM systems.

Required skills

• Microsoft Excel
• Ticketing tools (e.g., ServiceNow, Zendesk)
• CRM systems