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 provide 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
HOW TO APPLY
Qualified applicants are invited to send in their updated CV giving comprehensive details of educational background, work experience, and related achievements to [email protected]. 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.
