Senior Prisma Helpdesk Specialist - Global Support

Roundtable on Sustainable Palm Oil (RSPO); Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Roundtable on Sustainable Palm Oil (RSPO) in Kuala Lumpur, Malaysia, is seeking a Senior Executive, Helpdesk prisma to support the prisma platform and ensure smooth certification, trade, and traceability workflows.

You will be the frontline interface for users, handle queries, and coordinate with internal RSPO teams such as Certification, Data Integrity, Training, and System Administrators, while maintaining knowledge base updates and user guidance.

Qualifications

• 2–4 years in a helpdesk, customer service, or IT support role, preferably in a regional/multilingual setting.
• Familiarity with helpdesk platforms (e.g. Zendesk), ticketing protocols, and knowledge base usage.
• Proficiency in English is required; ability to communicate fluently in additional RSPO working languages is highly desirable.
• Able to understand and apply SOPs, with clear judgment on when to elevate.
• Proficient in Microsoft Office and working in digital-first environments.

Responsibilities

• Serve as the primary Helpdesk contact for prisma users operating in the Europe timezone.
• Handle certification, licensing, trade, stock, and traceability-related queries in accordance with RSPO Standards, SOPs, and system business rules.
• Perform issue triage and escalation, working closely with internal teams including Certification, Data Integrity, Training, and System Administrators.
• Support investigation of complex or recurring issues by providing accurate context, screenshots, logs, and structured problem descriptions.
• Contribute to Helpdesk knowledge base updates, FAQs, and internal reference materials.
• Support prisma onboarding, system socialisation, and user guidance as required.
• Ensure all cases are logged, tracked, and resolved in accordance with agreed service levels.
• This role works under normal working hours in Malaysia while supporting global Helpdesk operations.

Skills

Customer support

Problem solving

Ticketing

Written communication

Verbal communication

Time zone coordination

Tools

Zendesk

Job description

Roundtable on Sustainable Palm Oil (RSPO) in Kuala Lumpur, Malaysia, is seeking a Senior Executive, Helpdesk prisma to support the prisma platform and ensure smooth certification, trade, and traceability workflows.

You will be the frontline interface for users, handle queries, and coordinate with internal RSPO teams such as Certification, Data Integrity, Training, and System Administrators, while maintaining knowledge base updates and user guidance.