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About the RoleThe RSD Help Desk Specialist – Unify Support is an entry-level to early-career support role focused on assisting clients who use Unify.No previous tool or technical experience is required, as full training on Unify systems and processes will be provided.Work Model & ScheduleSchedule: Monday to FridayShifts: 8:00 a.M. – 6:00 p.M. or 7:00 a.M. – 5:00 p.M.Fridays: leave one hour earlierWork Modality: Hybrid (2 days onsite / 3 days work from home).First 90 days fully onsite due to training and onboarding requirementsSupport ChannelsPhone, chat, and email supportCalls are required but not back-to-backKey ResponsibilitiesCustomer & Operational SupportProvide front-line support to Unify users, handling basic operational and process-related inquiries.Learn and understand Unify workflows and Circana's role.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 SupportPerform 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 QualityCommunicate 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 & QualityFollow 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 & DevelopmentFull Unify training provided (systems and processes).Salesforce and phone system (Vonage) training included.Continuous coaching during the Help Desk build phase.Idóneo 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.#J-*****-Ljbffr

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📌 Help Desk Analyst - Unify Support (Bogotá)
🏢 Capgemini Engineering
📍 Bogotá