Help Desk Analyst - Unify Support

Job Description

RSD Help Desk Specialist – Unify Support
About the Role

The RSD Help Desk Specialist – Unify Support is an entry‑level to early‑career support role focused on assisting clients who use Unify. The selected candidate will receive full training on Unify systems and processes, therefore previous tool or technical experience is not required.
This role is ideal for candidates with BPO or customer service experience in English, basic data handling skills, and a strong interest in learning operational and technical support processes while delivering an excellent customer experience through calls, chat, and email.

Work Model & Schedule
Schedule: Monday to Friday
Shifts: 8:00 a.m. – 6:00 p.m. or 7:00 a.m. – 5:00 p.m.
Fridays: leave one hour earlier

Work Modality:
Hybrid: 2 days onsite / 3 days work from home
First 90 days fully onsite due to training and onboarding requirements

Support Channels:
Phone, chat, and email support
Calls are required but not back‑to‑back

Key Responsibilities
Customer & Operational Support
Provide front‑line support to Unify users, handling basic operational and process‑related inquiries.
Learn and understand Unify workflows and Circana’s role in client operations.
Support clients by identifying and resolving simple file, format, and process issues.
Communicate clearly and professionally with clients via phone, chat, and email.

Data & Tool Support
Perform basic data review and validation using Excel.
Review and search simple text files using tools like Notepad++ (training provided).
Learn to identify inconsistencies or missing information in data files.
Log and track cases using Salesforce or similar tools (training provided).

Communication & Service Quality
Communicate confidently with customers in English across different accents and situations.
Write clear, accurate, and professional responses via email and chat.
Follow call scripts and quality guidelines when handling phone interactions.
Escalate issues following defined procedures when needed.

Process & Quality
Follow standard operating procedures (SOPs) and support guidelines.
Meet assigned service‑level targets (SLAs).
Maintain accuracy, organization, and attention to detail.
Participate in continuous improvement discussions with the team.

Training & Development
Full Unify training provided (systems and processes).
Salesforce and phone system (Vonage) training included.
Continuous coaching during the Help Desk build phase.

Ideal role to grow into more technical or specialized support positions.
Minimum Qualifications (Required)
English level B2+ (spoken and written).
Experience in BPO, customer service, call center, or customer‑facing roles in English.
Basic Excel knowledge (opening files, reviewing data, simple validations).
Strong communication skills and willingness to learn.
Customer‑focused attitude.
No previous technical, Unify, or Help Desk experience required. Training will be provided.
Preferred (Not Mandatory)
Prior experience in service desk, operations, or data‑related roles.
Exposure to Salesforce or CRM tools.
Experience supporting clients via calls, chat, and email.
Background in retail, manufacturing, or data environments.

 

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Job Description - Grade Specific

Focus on Industrial Operations Engineering. Entry level graduate with limited commercial and technical work experience. Build skills and expertise in a chosen Engineering Discipline. Works to instructions and directions and delivers reliable results. Solves routine problems. Organises own time with a short time horizon.