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Executive, Helpdesk prisma (Americas) Job Opening In Bogotá Distrito Capital – Now Hiring Roundtable on Sustainable Palm Oil (RSPO)


Job description

The Roundtable on Sustainable Palm Oil (RSPO) is a global partnership to make palm oil sustainable.

Today, the 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 non-governmental organisations (NGOs), and social or developmental NGOs.

At RSPO, we believe that our success is built by the passion, dedication, skills, and expertise of our people.

They are the ones who drive our organisation to new heights and guide us through the next phase of our 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.

Ensure timely, accurate, and multilingual resolution aligned with RSPO rules and SOPs.

The location of this role is Bogota, Colombia.

Key Roles & Responsibilities

Duties include but will not be limited to the following:

  • Respond 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 localisation 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.

The Successful Applicant

Education

  • Any Degree qualified

Experience

  • 2 - 3 years in a helpdesk, customer service, or IT support role, preferably in a regional/multilingual setting.

Technical and Professional Knowledge

  • Familiarity 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 Skills

  • Customer support and problem-solving
  • Ticket logging and status tracking
  • Written and verbal communication
  • Attention to detail and documentation
  • Time zone coordination and adaptability
  • Internal collaboration and escalation handling

Qualified applicants are required to send in their updated CV in English giving comprehensive details of educational background, work experience, and related achievements.

RSPO is an equal opportunity employer.

Due to the volume of applications received, only shortlisted candidates will be notified.

#J-18808-Ljbffr

Required Skill Profession

Comunicación Y Rr. Pp.


  • Job Details

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Unlock Your Executive Helpdesk Potential: Insight & Career Growth Guide


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Are You Looking for Executive, Helpdesk prisma (Americas) Job?

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The Work Culture

An organization's rules and standards set how people should be treated in the office and how different situations should be handled. The work culture at Roundtable on Sustainable Palm Oil (RSPO) adheres to the cultural norms as outlined by Expertini.

The fundamental ethical values are:

1. Independence

2. Loyalty

3. Impartiapty

4. Integrity

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6. Respect for human rights

7. Obeying Colombia laws and regulations

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Key qualifications for Executive, Helpdesk prisma (Americas) typically include Comunicación Y Rr. Pp. and a list of qualifications and expertise as mentioned in the job specification. The generic skills are mostly outlined by the . Be sure to check the specific job listing for detailed requirements and qualifications.

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Roundtable on Sustainable Palm Oil (RSPO) interview tips for Executive, Helpdesk prisma (Americas)

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Research: Learn about the Roundtable on Sustainable Palm Oil (RSPO)'s mission, values, products, and the specific job requirements and get further information about

Other Openings

Practice: Prepare answers to common interview questions and rehearse using the STAR method (Situation, Task, Action, Result) to showcase your skills and experiences.

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